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Tarea 3 - CRM

1. The document discusses strategies for preserving customer relationships when a company needs to say "no" to a customer request. It recommends explaining the decision rationale, providing offsetting consideration for disappointment, focusing on reconciling the relationship rather than just resolving the issue, training service providers, empowering employees, and viewing challenges as opportunities. 2. Key steps for optimizing customer experience include defining clear objectives and goals, mapping the customer journey to identify pain points and areas for improvement, and actively gathering customer feedback through various channels. 3. When saying "no" to a customer, companies should explain the reason transparently while avoiding appearing insensitive, offer some compensation for disappointment, and emphasize maintaining a positive relationship over just resolving the issue

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33 views2 pages

Tarea 3 - CRM

1. The document discusses strategies for preserving customer relationships when a company needs to say "no" to a customer request. It recommends explaining the decision rationale, providing offsetting consideration for disappointment, focusing on reconciling the relationship rather than just resolving the issue, training service providers, empowering employees, and viewing challenges as opportunities. 2. Key steps for optimizing customer experience include defining clear objectives and goals, mapping the customer journey to identify pain points and areas for improvement, and actively gathering customer feedback through various channels. 3. When saying "no" to a customer, companies should explain the reason transparently while avoiding appearing insensitive, offer some compensation for disappointment, and emphasize maintaining a positive relationship over just resolving the issue

Uploaded by

hugo.bernal2170
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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TAREA 3: CRM

FERNANDA ANAID BERNAL SANTILLAN

Customer Service Versus Customer Experience: What's The Difference…And Why It Matters
Consider This: What can you start doing now to be more intentional about
optimizing your organization's customer experience?

To be more intentional about optimizing your organization's customer experience,


consider the following actionable steps:

1. Define Clear Objectives: Clearly define the objectives and goals you want to
achieve with your customer experience initiatives. Having specific targets will
guide your efforts and help measure success.
2. Conduct Customer Journey Mapping: Map out the entire customer journey,
identifying key touchpoints and interactions. Understand the customer's
perspective and emotions at each stage to identify areas for improvement.
3. Gather Customer Feedback: Actively seek feedback from customers through
surveys, reviews, and direct interactions. Use this feedback to identify pain
points, areas of satisfaction, and opportunities for enhancement.

Customer Service, Disney Style: What If You Can't Give A Customer What They Want?

How do you preserve customer relationships when you have to say "no?"

To preserve customer relationships when you have to say "no," consider the
following strategies outlined in the text:

Explain the Reason for the Decision:


● Provide a clear and transparent explanation for the decision.
Customers are more likely to accept a difficult decision when they
understand the rationale behind it.
● Avoid appearing insensitive or hiding behind policies. Transparency
builds trust and helps customers see the logic behind the decision.
Provide Offsetting Consideration for Customer Disappointment:
● Instead of simply stating "Those are the rules" or "That's our policy," go
beyond and offer some form of offsetting consideration for the
customer's disappointment.
● Turn the situation into an opportunity to strengthen the relationship by
providing additional value or compensatory measures.
● Show empathy and a genuine concern for the customer's feelings,
turning the negative experience into a positive one.
Focus on Relationship Reconciliation, Not Just Issue Resolution:
● Emphasize that the goal is not only to resolve the specific issue but to
reconcile the overall relationship with the customer.
● Acknowledge that saying "no" to a particular request is a challenging
moment, but express a commitment to maintaining a positive and
lasting connection.
Train Service Providers and Empower Them:
● Provide training to service providers on effective communication and
relationship management, especially in challenging situations.
● Empower employees with service standards and guidelines for
recovery. Equip them with the tools and knowledge to turn potential
negatives into positive outcomes for both customers and employees.
Turn Challenges into Opportunities:
● View instances where you have to say "no" as opportunities to
demonstrate exceptional customer service.
● Use these moments to showcase the company's commitment to
customer satisfaction and willingness to go above and beyond to meet
customer needs.

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