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 perks1,
providing VIP and other membership privileges, and in some cases,
personalized service .
Follow-up
The process or act of returning a customers call on an issue or executing a
task to address a customers concern. It is usually a feedback-soliciting
process to determine the effectiveness of customer service and delivery.
Feedback
The process of giving and receiving input2 in the form of comments,
opinions, observations, and analysis to either validate3 or invalidate the
customer service system.
Customer touch-points
Specific actions that are carried out at measurable intervals4 during a
customer life-cycle. Its a tool to ensure that the customer feels cared about,
and that the company values his or her business.
Customer loyalty5
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 unwilling6
to switch brands in spite of marketing7 and advertising8 campaigns by
competitors.
Value proposition
The characteristic of enhancing the desirability of a product, service, or
brand identity by adding further intrinsic value to the existing package. It is
usually made in the form of an offer to the customer which incorporates a
call to action to which the customer responds favorably to.
Tracking learning
Process of measuring the entire customer-care life-cycle and system
including all itscritical waypoints, to modify, improve, or remove any
touch points necessary to improve the process even further. The lessons
learned from this assessment9 are used to validate or invalidate components10
of the system. The ones which are useful are kept, the ones which arent are
discarded or modified.
Best practices / World-class practices
These are practices or ways of meeting or exceeding customers
expectations, which have evolved to such a high standard that no immediate11
changes need to be made to the process or system. They are the yardstick12 or
role model which other systems, companies, etc. try to match.#p#
中：
积极主动的顾客服务
客户一生中在一些要紧阶段都会有特殊需要。企业不但要期望获得客户的需要，更要紧的是要满足这类需要。这主要包含按期的后续服务工作、顾客奖励与其他一些特别服务，如给予VIP和其他等级的会员特殊待遇。在一些状况下，还可以提供一些人性化的服务（譬如寄送过生日卡或周年龄念卡等）。
后续服务工作
这是一个回复顾客业务来电或解决顾客关心的问题的过程。也总是是确定顾客服务工作是不是有效的建议反馈或手段。
反馈建议
这是个给予或接收各种形式的反馈建议的过程，反馈包含各种评价、建议、察看报告或剖析，通过这类反馈决定现行客服工作系统是不是有效，是不是值得继续运行。
关注顾客的情感点
在顾客生活和工作的要紧时刻给予特别的服务，这会叫你的顾客感觉到你对他的关心与你对双方合作的看重。
顾客忠实度
顾客基于对某商品或服务比较认可，或与企业的合作比较愉快，会自愿留下来继续用该商品或服务。无论其他公司采取什么样的推广和广告方法，顾客都不会转换品牌。
增值建议
通过增加现有商品、服务或品牌的内在价值来增加其可取之处。一般的形式是承诺对顾客随时提出的问题即时解决，并达到让顾客认可。主如果增加售前售后服务，当然也有通过优惠销售以回报买家的手段。
追踪
衡量整个客服系统和运行周期的过程，并秉着所有为提升服务效率的宗旨，对各环节工作进行修改，改进或抛弃。从评估的结果来决定哪 些环节可以继续用。有用的将被保留，没用的则会被抛弃或修改。
最好策略/世界一级策略
这类是可以满足甚至超越顾客期望值的方案和办法，因为已经达到极高水平，所以最近无须做出任何改动。它们是其他系统、公司等力求达到的规范或效仿的。
