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.

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 its critical way points, to modify, improve, or remove any touch points necessary to improve the process even further. The lessons learned from this assessment are used to validate or invalidate components of the system. The ones which are useful are kept, the ones which aren’t 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 immediate changes need to be made to the process or system. They are the yardstick or role model which other systems, companies, etc. try to match.

中：

積極主動的客戶服務

顧gu客ke一yi生sheng中zhong在zai一yi些xie重zhong要yao階jie段duan都dou會hui有you特te殊shu需xu要yao。商shang家jia不bu但dan要yao期qi望wang獲huo得de顧gu客ke的de要yao求qiu
，更geng重zhong要yao的de是shi要yao滿man足zu這zhe些xie需xu求qiu。這zhe主zhu要yao包bao括kuo定ding期qi的de後hou續xu服fu務wu工gong作zuo、客戶獎勵以及其他一些特別服務，如給予VIP和其他等級的會員特殊待遇。在一些情況下，還可以提供一些人性化的服務（比如寄送生日卡或周年紀念卡等）。

後續服務工作

這是一個回複客戶業務來電或解決客戶關心的問題的過程。也往往是確定客戶服務工作是否有效的意見反饋或措施。
反饋意見

這是個給予或接收各種形式的反饋意見的過程
，反饋包括各種評價
、意見、觀察報告或分析，通過這些反饋決定現行客服工作係統是否有效，是否值得繼續運行。

關注客戶的情感點

在客戶生活和工作的重要時刻給予特別的服務，這會讓你的客戶感覺到你對他的關心以及你對雙方合作的重視。

客戶忠實度

客ke戶hu基ji於yu對dui某mou產chan品pin或huo服fu務wu比bi較jiao滿man意yi，或huo與yu公gong司si的de合he作zuo比bi較jiao愉yu快kuai
，會hui自zi願yuan留liu下xia來lai繼ji續xu使shi用yong該gai產chan品pin或huo服fu務wu。無wu論lun其qi他ta公gong司si采cai取qu怎zen樣yang的de營ying銷xiao和he廣guang告gao手shou段duan，客ke戶hu都dou不bu會hui轉zhuan換huan品pin牌pai。

增值建議

通過增加現有產品
、服(fu)務(wu)或(huo)品(pin)牌(pai)的(de)內(nei)在(zai)價(jia)值(zhi)來(lai)增(zeng)加(jia)其(qi)可(ke)取(qu)之(zhi)處(chu)。通(tong)常(chang)的(de)形(xing)式(shi)是(shi)承(cheng)諾(nuo)對(dui)客(ke)戶(hu)隨(sui)時(shi)提(ti)出(chu)的(de)問(wen)題(ti)即(ji)時(shi)解(jie)決(jue)
，並(bing)達(da)到(dao)讓(rang)客(ke)戶(hu)滿(man)意(yi)。主(zhu)要(yao)是(shi)增(zeng)加(jia)售(shou)前(qian)售(shou)後(hou)服(fu)務(wu)
，當(dang)然(ran)也(ye)有(you)通(tong)過(guo)打(da)折(zhe)銷(xiao)售(shou)以(yi)回(hui)報(bao)消(xiao)費(fei)者(zhe)的(de)措(cuo)施(shi)。

追蹤

衡量整個客服係統和運行周期的過程，並秉著“一切為提高服務效率”的(de)宗(zong)旨(zhi)
，對(dui)各(ge)環(huan)節(jie)工(gong)作(zuo)進(jin)行(xing)修(xiu)改(gai)，改(gai)進(jin)或(huo)擯(bin)棄(qi)。從(cong)評(ping)估(gu)的(de)結(jie)果(guo)來(lai)決(jue)定(ding)哪(na)些(xie)環(huan)節(jie)可(ke)以(yi)繼(ji)續(xu)使(shi)用(yong)。有(you)用(yong)的(de)將(jiang)被(bei)保(bao)留(liu)
，沒(mei)用(yong)的(de)則(ze)會(hui)被(bei)擯(bin)棄(qi)或(huo)修(xiu)改(gai)。

最佳方案/世界一級方案

這些是能夠滿足甚至超越客戶期望值的策略和方法，由於已經達到極高水平，所以近期無須做出任何改動。它們是其他係統
、公司等力求達到的標準或效仿的。