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Published byAllen Kristopher Mathews Modified over 9 years ago
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Establishing Customer Trust Fit all the pieces to the puzzle Magat, Paul
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Satisfaction v. Loyalty Customers seek different types of rewards Relationship with company prospers on an informal, more personal level Customers will still switch – be prepared! Magat, Paul
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Customer Trust Ensure that customers feel their interests are placed first Make sure customer feels comfortable and at ease Magat, Paul
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The Three Rs Framework Rapport Reassure Relate Magat, Paul
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Broad Framework Provide an interpersonal encounter at every level –Online - superior Web functionality –Phone –Vendor Magat, Paul
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Discover What’s Missing Prioritize the complaint process Customer Service Work as a team Magat, Paul
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Visualize the Goal Magat, Paul
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