Discover published sets by community

Empathy in customer service refers to the capacity to understand and share the feelings of another, which is crucial for building relationships with customers and addressing their needs effectively.

Active listening involves fully concentrating, understanding, responding, and then remembering what is being said. It's important for customer service to ensure customers feel heard and their issues are addressed.

Customer feedback is the information, insights, and issues provided by customers regarding their experiences with a company's services or products. It's vital for continuous improvement and customer satisfaction.

Service recovery refers to the actions a company takes after delivering a poor customer experience. Effective service recovery can transform a dissatisfied customer into a loyal one.

A customer journey map is a visual representation of the process a customer goes through to achieve a goal with a company. It helps businesses identify key interactions and opportunities to enhance customer experience.

Personalization in customer service means tailoring service or communication to individual customer preferences. It increases customer satisfaction and loyalty.

Customer Satisfaction is a measure of how products and services meet or surpass customer expectations. It's an indicator of a company's ability to retain customers and attract new ones.

Net Promoter Score is a customer loyalty metric that gauges the likelihood of customers recommending a company's products or services to others. NPS is a strong predictor of business growth.

First Call Resolution is a key performance metric in customer service that measures the percentage of customer issues resolved in a single interaction without follow-up. High FCR indicates effective service.

Customer Lifetime Value is the total revenue a business can expect from a single customer account throughout their relationship. It helps businesses develop long-term strategies.

Omnichannel support refers to providing a seamless customer experience across multiple channels of communication, allowing customers to switch between them without loss of quality or information.

Customer retention is the ability of a company to retain its customers over a period of time. High retention rates are often an indicator of customer satisfaction, product/service quality, and loyalty.

Customer churn rate is the percentage of customers who stop using a company's products or services during a certain time frame. It is a key metric for assessing the health of customer retention strategies.

A Service Level Agreement is a contract between a service provider and a customer that outlines the service's performance standards and the responsibilities of both parties.

Upselling is a sales technique where a seller invites the customer to purchase more expensive items or add-ons to generate more revenue. It can enhance customer experience by matching a greater solution to their needs.

Customer onboarding is the process of getting new customers acquainted and comfortable with the services or products offered. This stage is critical for building a foundation for long-term customer relationships.

Helpdesk software is a centralized platform that manages customer service inquiries and automates service processes. It improves efficiency and tracks customer service metrics.

Cross-selling is the practice of selling additional products or services to existing customers. It is an effective strategy to increase the value of customer transactions and enhance the customer's experience.

A customer-centric approach means that a company prioritizes customer needs and experiences in all aspects of its business operations. It's crucial for long-term success in today's competitive market.

A touchpoint refers to any interaction between a customer and a company, which can influence customer perception and loyalty. These are critical to manage for an optimal customer journey.

Response time is the measure of how quickly a company replies to customer inquiries, reflecting the efficiency of customer support. Faster response times typically lead to higher customer satisfaction.

Customer engagement is the degree of a customer's emotional attachment and interaction with a company's products or services. High engagement can lead to greater customer loyalty and advocacy.

Voice of the Customer is a term that refers to the feedback companies gather about a customer's expectations, preferences, and experiences. VoC programs are essential for driving customer-focused strategies.

A knowledge base is an organized repository of information that customers can use to find answers to their questions independently, often leading to increased customer satisfaction and reduced support costs.