30客户关系.pptVIP

上海财经大学－商务英语课程 上海财经大学－商务英语课程 Customer Relations -客户关系 NO. 30 * Pro-active customer care：积极主动的客户服务 Anticipating and meeting customer needs at critical points of the customer life-cycle. Follow-up：后续服务工作 The process or act of returning a customer’s call on an issue or executing a task to address a customer’s concern. * Feedback：反馈意见 The process of giving and receiving input in the form of comments, opinions, observations, and analysis to either validate or invalidate the customer service system. Customer touch-points：关注客户的情感点 Specific actions that are carried out at me