客户服务管理词汇

英：

　　Pro-active customer care

　　 Anticipating and meeting customer needs at critical points of the customer life-cycle. This includes periodic follow-up, customer rewards, other perks, providing VIP and other membership privileges, and in some cases, personalized service (e.g. sending out birthday/anniversary cards).

　　Follow-up

　　 The process or act of returning a customer’s call on an issue or executing a task to address a customer’s concern. It is usually a feedback-soliciting process to determine the effectiveness of customer service and delivery.

　　Feedback

　　 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

　　 Specific actions that are carried out at measurable intervals during a customer life-cycle. It’s a tool to ensure that the customer feels cared about, and that the company values his or her business.

　　Customer loyalty

　　 Condition where a customer, because of favorable experiences with a product, service, or company, voluntarily and gladly chooses to remain a loyal consumer of that product, service, or company. He or she is unwilling to switch brands in spite of marketing and advertising campaigns by competitors.