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Customer Service Mar 08
1.
CUSTOMER SERVICE -
TRENDS AND IDEAS Dave's Team March '08 Campbell
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Eist le fuaim
na habhann agus gheobhaidh tú breac. 2
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Eist le fuaim
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Rational Emotive Intuitive Desire
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A new approach
to marketing Research Consumers Marketing Communications Engagement/ Conversation PR/Reputation Management Customer Service 26
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Referral
Simplicity Design Recommendation Collaboration Customer Voice Conversation Personable Listening Human Empathetic 27
28.
Checklist •
Simplicity – design customer experience • Listening • Join your queue • Media is changing • Customers are more informed • Collaboration and organisations • Customers have a voice • Conversation builds trust • Exceed expectation – call back, last agent • Devotion 28
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