Post on 04-Jun-2018
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
1/36
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
2/36
Mustedjr Medp`kbnbno
Ajgkvber
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
3/36
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
4/36
\gbni kaeut tgj `kst tbdj yeu jxpjrbjnmjl k
`jss-tgkn sktbsfkmtery sjrvbmj jxpjrbjnmj. Lbl
yeu medp`kbn5 _gy er wgy net5
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
5/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
6/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
7/36
Znljrstknlbno Mustedjr
Qjspensjs te ]jrvbmj Fkb`urj
_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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
8/36
Znljrstknlbno Mustedjr
Qjspensjs te ]jrvbmj Fkb`urj
_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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
9/36
\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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
10/36
Mustedjr Qjspensj te
Jffjmtbvj ]jrvbmjQjmevjry
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
11/36
_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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
12/36
Gew Medp`kbnt Qjse`utben Kffjmts
Mustedjr Qjtjntben Qktjs
2%
=?%
;2%
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
13/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
14/36
\gj ]jrvbmj Qjmevjry
Skrklex Mustedjrs wge jxpjrbjnmj k sjrvbmj fkb`urj 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 fkb`urj emmurs, tgj pkrklex lbskppjkrsmustedjrs jxpjmtktbens gkvj ajjn rkbsjl knl tgjy ajmedj
lbsb``usbenjl
]jvjrbty knl rjmevjrkab`bty ef fkb`urj (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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
15/36
Srbnmbp`js ef Jffjmtbvj
]jrvbmj Qjmevjry ]ystjds
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
16/36
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
Ljvj`ep Medp`kbnts ks
eppertunbty mu`turj
Ljvj`ep jffjmtbvj systjd
knl trkbnbno bn medp`kbnts
gknl`bno
Menlumt reet mkusj knk`ysbs
4+
M`esj tgj `eep vbk fjjlakmi
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
17/36
]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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
18/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
19/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
20/36
http://localhost/var/www/apps/conversion/Retail%20Videos/Managing%20Customer%20Complaints%20-%20YouTube.flv8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
21/36
]jrvbmj Oukrkntjj
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
22/36
]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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
23/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
24/36
\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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
25/36
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
26/36
Lbsmeurkobno Kausj knl
Eppertunbstbm Ajgkvber
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
27/36
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)
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
28/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
29/36
@jkrnbno Fred Mustedjr
Fjjlakmi
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
30/36
Mustedjr Fjjlakmi
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
31/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
32/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
33/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
34/36
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.
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
35/36
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
8/13/2019 Lesson 7 - Part 2 Loyalty and Recovery
36/36
\GKNIREZ