lesson 7 - part 2 loyalty and recovery

8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery

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Mustedjr Medp`kbnbno

Ajgkvber


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\gbni kaeut tgj `kst tbdj yeu jxpjrbjnmjl k

`jss-tgkn sktbsfkmtery sjrvbmj jxpjrbjnmj. Lbl

yeu medp`kbn5 _gy er wgy net5


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Mustedjr Qjspensj Mktjoerbjs te

]jrvbmj Fkb`urjs

]jrvbmj Jnmeuntjr bsLbssktbsfkmtery

\kij sedj ferdef Sua`bm Kmtben

\kij sedj ferdef Srbvktj Kmtben

\kij Ne Kmtben

Medp`kbn te tgjsjrvbmj fbrd

Medp`kbn te k tgbrlpkrty

\kij `jok` kmtben tesjji rjlrjss

Ljfjmt (swbtmgprevbljr)

Njoktbvj werl-ef-

deutg

Kny enj er k medabnktben eftgjsj rjspensjs bs pessba`j


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Znljrstknlbno Mustedjr

Qjspensjs te ]jrvbmj Fkb`urj

_gy le mustedjrs medp`kbn5

Eatkbn medpjnsktben

Vjnt tgjbr knojrGj`p te bdprevj tgj sjrvbmj

K`trubstbm rjksens

_gkt prepertben ef ungkppy mustedjrs medp`kbn5: ;3% en`y medp`kbn


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_gy lent ungkppy mustedjrs medp`kbn5

Mustedjrs Eftjn Vbjw Medp`kbnbno ks Lbffbmu`t knl

Znp`jksknt

Qe`j Sjrmjptben sembk` nerds

_ge bs dest `bij`y te medp`kbn5

Gbogjr jmenedbm stknlbno , ajttjr jlumktben derj

menfbljnmj, inew`jloj knl detbvktben


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_gjrj le mustedjrs medp`kbn5

S`kmj wgjrj tgj sjrvbmj bs rjmjbvjl

_gkt le mustedjrs jxpjmt enmj tgjy gkvj dklj k medp`kbnt5

Sremjlurk` hustbmj fkbr ru`js knl pe`bmbjs.

Bntjrkmtbenk` hustbmj jdp`eyjjs ef tgj fbrd knl tgjbr

ajgkvber

Eutmedj hustbmj medpjnsktben tgkt mustedjr rjmjbvjs


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\grjj Lbdjnsbens ef Sjrmjbvjl

Fkbrnjss bn ]jrvbmj Qjmevjry

Sremjss

Sremjlurk`Hustbmj

Bntjrkmtbvj

Hustbmj

Eutmedj

Hustbmj

Medp`kbnt Gknl`bno knl ]jrvbmjQjmevjry Sremjss

Hustbmj Lbdjnsbens ef tgj ]jrvbmj Qjmevjry Sremjss

Mustedjr ]ktbsfkmtben wbtg

]jrvbmj Qjmevjry

]eurmj8 \kx knl Arewn


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Mustedjr Qjspensj te

Jffjmtbvj ]jrvbmjQjmevjry


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_gjn wks tgj `kst tbdj yeu wjrj tru`y

sktbsfbjl wbtg kn eroknbzktbens rjspensj te

yeur medp`kbnt. Ljsmrbaj bn ljtkb` wgkt

gkppjnjl knl wgkt dklj yeu sktbsfbjl.

Gew lbl bt kffjmt yeur `eyk`ty te tgj fbrd5


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Gew Medp`kbnt Qjse`utben Kffjmts

Mustedjr Qjtjntben Qktjs

2%

=?%

;2%


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Bdpertknmj ef ]jrvbmj

Qjmevjry

S`kys k mrumbk` re`j bn kmgbjvbno mustedjr

sktbsfkmtben

\jsts k fbrds meddbtdjnt te sktbsfkmtben knl

sjrvbmj quk`bty

Jdp`eyjj trkbnbno knl detbvktben bs gbog`y bdpertknt

Bdpkmts mustedjr `eyk`ty knl futurj prefbtkab`bty

Medp`kbnt gknl`bno sgeu`l aj sjjn ks k prefbt mjntjr,

net k mest mjntjr


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\gj ]jrvbmj Qjmevjry

Skrklex Mustedjrs wge jxpjrbjnmj k sjrvbmj fkbùrj tgkt bs sktbsfkmterb`y

rjse`vjl dky aj derj `bij`y te dkij futurj purmgksjs tgkn

mustedjrs wbtgeut prea`jds (Netj8 net k`` rjsjkrmg supperts tgbs

pkrklex)

Bf sjmenl sjrvbmj fkbùrj emmurs, tgj pkrklex lbskppjkrsmustedjrs jxpjmtktbens gkvj ajjn rkbsjl knl tgjy ajmedj

lbsb`ùsbenjl

]jvjrbty knl rjmevjrkab`bty ef fkbùrj (j.o., speb`jl wjllbno

pgetes) dky `bdbt fbrds kab`bty te lj`bogt mustedjr wbtg rjmevjry

jfferts

Ajst strktjoy8 Le bt rbogt tgj fbrst tbdj


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Srbnmbp`js ef Jffjmtbvj

]jrvbmj Qjmevjry ]ystjds


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Medpenjnts ef kn Jffjmtbvj

]jrvbmj Qjmevjry ]ystjd

Le tgj hea rbogt tgj

fbrst tbdj

Jffjmtbvj Medp`kbnt

Gknl`bno

Bljntbfy ]jrvbmjMedp`kbnts

Qjse`vj Medp`kbnts

Jffjmtbvj`y

@jkrn fred tgj

Qjmevjry Jxpjrbjnmj

Bnmrjksjl ]ktbsfkmtben

knl @eyk`ty

Menlumt rjsjkrmg

Denbter medp`kbnts

Ljvjèp Medp`kbnts ks

eppertunbty mu`turj

Ljvjèp jffjmtbvj systjd

knl trkbnbno bn medp`kbnts

gknl`bno

Menlumt reet mkusj knk`ysbs

4+

Mèsj tgj èep vbk fjjlakmi


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]trktjobjs te Qjlumj Mustedjr

Medp`kbnt AkrrbjrsMedp`kbnt Akrrbjrs fer Lbssktbsfbjl

Mustedjrs]trktjobjs te Qjlumj \gjsj Akrrbjrs

Bnmenvjnbjnmj

Gkrl te fbnl rbogt medp`kbnt premjlurj

Jffert bnve`vjl bn medp`kbnbno

Sut mustedjr sjrvbmj get`bnj nudajrs,

j-dkb` knl pestk` kllrjssjs en k``

mustedjr meddunbmktbens dktjrbk`s

Leuatfu` Sky Eff

Znmjrtkbn bf kmtben wb`` aj tkijn ay fbrd

te kllrjss prea`jd

Gkvj sjrvbmj rjmevjry premjlurjs bn p`kmj,

meddunbmktj tgbs te mustedjrs

Fjkturj sjrvbmj bdprevjdjnts tgkt

rjsu`tjl fred mustedjr fjjlakmi

Znp`jkskntnjss

Fjkr ef ajbno trjktjl rulj`y

Gkss`j, jdakrrkssdjnt

\gkni mustedjrs fer tgjbr fjjlakmi

\rkbn frent`bnj jdp`eyjjs

K``ew fer knenydeus fjjlakmi


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Gew te Jnka`j

Jffjmtbvj ]jrvbmj QjmevjryAj prekmtbvjen tgj spet, ajferj mustedjrs

medp`kbn

S`kn rjmevjry premjlurjs

\jkmg rjmevjry sib``s te rj`jvknt pjrsennj`

Jdpewjr pjrsennj` te usj hulodjnt knl sib``s

te ljvj`ep rjmevjry se`utbens


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Gew Ojnjreus

]geu`l Medpjnsktben Aj5Qu`js ef tguda fer dknkojrs te mensbljr8

_gkt bs pesbtbenbno ef eur fbrd5

Gew sjvjrj wks tgj sjrvbmj fkb`urj5

_ge bs tgj kffjmtjl mustedjr5


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http://localhost/var/www/apps/conversion/Retail%20Videos/Managing%20Customer%20Complaints%20-%20YouTube.flv


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]jrvbmj Oukrkntjj


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]jrvbmj Oukrkntjjs Gj`p Sredetj

knl Kmgbjvj ]jrvbmj @eyk`ty

Fermj fbrds te femus en wgkt mustedjrs wknt

]jt m`jkr stknlkrls

Gbog`bogt mest ef sjrvbmj fkb`urjs

Qjqubrj systjds te ojt knl kmt en mustedjr fjjlakmi

Qjlumj rbsis ef purmgksj knl aub`l `eyk`ty


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Gew te Ljsbon ]jrvbmj

OukrkntjjsZnmenlbtbenk` - jvjrytgbno bs unmenlbtbenk` knl tgjrj

sgeu`l aj ne surprbsj

Jksy te unljrstknl knl meddunbmktj m`jkr`y kwkrj

Djknbnofu` te tgj mustedjr jqubvk`jnt knl kljquktjfer tgj fkb`urj

Jksy te bnveij `jss en tgj mustedjr, derj te tgj

prevbljr

Jksy te me``jmt

Mrjlba`j


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\ypjs ef ]jrvbmj Oukrkntjjs

]bno`j kttrbautj-spjmbfbm oukrkntjjEnj ijy sjrvbmj kttrbautj bs mevjrjl

Du`tbkttrbautj-spjmbfbm oukrkntjjK fjw bdpertknt sjrvbmj kttrbautjs krj mevjrjl

Fu``-sktbsfkmtben oukrkntjjK`` sjrvbmj kspjmts mevjrjl wbtg ne jxmjptbens

Medabnjl oukrkntjj

K`` sjrvbmj kspjmts krj mevjrjlJxp`bmbt dbnbdud pjrferdknmj stknlkrls

en bdpertknt kttrbautjs


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Lbsmeurkobno Kausj knl

Eppertunbstbm Ajgkvber


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Ljk`bno wbtg Mustedjr

Frkul\rjktbno k`` mustedjrs wbtg suspbmben bs `bij`y te k`bjnktj

tgjd\KQS feunl en`y ; te 1 pjrmjnt ef mustedjr aksj jnokojs bn

prjdjlbtktjl frkulse wgy trjkt rjdkbnbno 27 pjrmjnt efgenjst mustedjrs ks petjntbk` mreeis5

Bnsbogts fred rjsjkrmg en oukrkntjj mgjktbnoKdeunt ef k oukrkntjj pkyeut gkl ne jffjmt en mustedjr

mgjktbno

Qjpjkt-purmgksj bntjntben rjlumjl mgjktbno bntjnt

Mustedjrs krj rj`umtknt te mgjkt bf sjrvbmj quk`bty bs gbog(rktgjr tgkn hust sktbsfkmtery)


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Ljk`bno wbtg Mustedjr

Frkul

Dknkojrbk` bdp`bmktben Fbrds mkn ajnjfbt fred effjrbno ;33 pjrmjnt denjy-akmi

oukrkntjjs

Oukrkntjjs sgeu`l aj effjrjl te rjou`kr mustedjrs ks pkrt efdjdajrsgbp preorkd

Jxmj``jnt sjrvbmj fbrds gkvj `jss te werry kaeut tgkn kvjrkojprevbljrs


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@jkrnbno Fred Mustedjr

Fjjlakmi


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Mustedjr Fjjlakmi


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Mustedjr Fjjlakmi

Me``jmtben \ee`s

\etk` dkrijt survjys knl Knnuk` ]urvjys k`` dkherpremjssjs knl prelumts

Sest-trknskmtben survjys kftjr medp`jtbno k spjmbfbmtrknskmtben (medp`jtj)

]jrvbmj Fjjlakmi Mkrls fjjlakmi mkrl kftjrmedp`jtben ef k dkher premjss knl bnvbtjl te rjturn aydkb` er etgjr djkns.

Dystjry ]geppbnoFemus oreups knl ]jrvbmj Qjvbjw


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Mustedjr Fjjlakmi

Me``jmtben \ee`sZnse`bmbtjl Mustedjr Fjjlakmi

Frent`bnj jdp`eyjjs

Bntjrdjlbkrbjs kmtbno fer erbobnk` supp`bjr

Dknkojrs mentkmtjl ay mustedjrs kt gjkl/rjobenk` effbmj

Medp`kbnt mkrls ljpesbtjl bn spjmbk` aex er dkb`jl

\j`jpgenj er j-dkb`

Medp`kbnts pkssjl te medpkny ay tgbrl-pkrty rjmbpbjnts

Mensudjr klvemktjs

\rklj eroknbzktbens

@jobs`ktbvj kojnmbjs


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Jntry Sebnts fer Znse`bmbtjl

Fjjlakmi Frent`bnj jdp`eyjjs

Bntjrdjlbkrbjs kmtbno fer erbobnk` supp`bjr

Dknkojrs mentkmtjl ay mustedjrs kt gjkl/rjobenk` effbmj

Medp`kbnt mkrls ljpesbtjl bn spjmbk` aex er dkb`jl

\j`jpgenj er j-dkb`

Medp`kbnts pkssjl te medpkny ay tgbrl-pkrty rjmbpbjnts

Mensudjr klvemktjs

\rklj eroknbzktbens

@jobs`ktbvj kojnmbjs


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Ijy Mustedjr Fjjlakmi Me``jmtben \ee`s8

]trjnotgs knl _jkinjss (\ka`j ;=.=)

ME@@JM\BEN \EE@] FBQD SQEMJ]]

\QKN]KM\BEN]SJMBFBM KM\BENKA@J

QJSQJ]JN\K\BVJ QJ@BKA@J

SE\JN\BK@

FEQ

]JQVBMJ

QJMEVJQR

FBQ]\

GKNL

@JKQNBNO

ME]\

JFFJM\BVJNJ]]

@JVJ@ EF DJK]ZQJDJN\

\E\K@ DKQIJ\ ]ZQVJR(BNM@Z. MEDSJ\B\EQ])

KNNZK@ ]ZQVJR EN

EVJQK@@ ]K\B]FKM\BEN

\QKN]KM\BENK@ ]ZQVJR

]JQVBMJ FJJLAKMIMKQL]

DR]\JQR ]GESSBNO

ZN]E@BMB\JL FJJLAKMI(j.o., MEDS@KBN\])

FEMZ] OQEZSLB]MZ]]BEN]

]JQVBMJ QJVBJ_]

]eurmj8 Klkptjl fred Hemgjn _brtz knl Denbmk \ed`bn, Bnstbtutbenk`bzbno Mustedjr-Lrbvjn @jkrnbno \greuog Fu``y Bntjorktjl Mustedjr Fjjlakmi

]ystjds. Dknkobno ]jrvbmj [uk`bty,;3, ne.< (1333)8 p. 1;3.


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EN@BNJ K]]BONDJN\

]j`jmt k gbog-mentkmt sjrvbmj fbrd wbtg k rjtkb` eut`jt. Vbsbt tgj eut`jt knl

prjtjnl te aj k mustedjr. Easjrvj tgj ajgkvber ef tgj sjrvbmj stkff tewkrl

etgjr mustedjrs fer k wgb`j. Kftjr tgkt, mgeesj kn bnstknmj, (j.o., wgjn

tgjrj krj vjry fjw mustedjrs, er wgjn tgjrj krj dkny mustedjrs), knl

dkij sjvjrk` rjqujsts te tgj sk`j stkff. Easjrvj gew tgjy rjspenl te yeu.

Reu dky k`se mgeesj te ajgkvj `bij kn unrjksenka`j mustedjr te sjj gewtgj stkff rjspenl te yeu.

Lbl tgjy kmmjlj te yeur rjqujst mgjjrfu``y er orulobno`y5

_jrj tgjy bntjrjstjl bn oebno eut ef tgjbr wky te gj`p yeu5

Gew lbl etgjr pjep`j, `bij tgjbr me``jkoujs er etgjr mustedjrs rjkmt

lurbno tgj wge`j jnmeuntjr5


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\GKNIREZ

lesson 7 - part 2 loyalty and recovery

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