7-3 Customer Service, Part 2, Reactive

Match the following

• Dishonest Customer

• Someone who often experiences a challenge or general dissatisfaction with a product or service.

• Domineering Customer

• Someone who uses manipulative measures to avoid paying for a product or service or to receive a discount.

• Customer Exit Interview

• A type of customer communication that claims there were deficiencies in the company’s product or service.

• Complaining Customer

• Someone who feels they know more or are generally better than the average person.

• Complaint

• A conversation a company has with a customer after the customer leaves, to find out the reason for the decision; and this information can be used to improve the customer experience going forward and to prevent similar occurrences in the future.

Match the following

• Reactive Customer Service

• The act of anticipating customer needs and doing something about it before the customer knows they need it.

• Pro-active Customer Service

• When a company’s customer service team reacts, responds and resolves its customers’ suggestions, questions, and problems.

• Customer Service

• The individualized attention provided and available to customers throughout their lifespan as customers.

The act of anticipating customer needs and doing something about it before the customer knows they need it.

The individualized attention provided and available to customers throughout their lifespan as customers.

Someone who often experiences a challenge or general dissatisfaction with a product or service.

A type of customer communication that claims there were deficiencies in the company’s product or service.

A conversation a company has with a customer after the customer leaves, to find out the reason for the decision; and this information can be used to improve

Someone who uses manipulative measures to avoid paying for a product or service or to receive a discount.

Someone who feels they know more or are generally better than the average person.

When a company’s customer service team reacts, responds and resolves its customers’ suggestions, questions, and problems.