Check Your Understanding

Choose the best tool on the left for the customer service scenario on the right.

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You manage live agents who need help supporting customers through complex issues.
Your team is overwhelmed by incoming requests and fears requests may be missed.
Customers complain about service, but you aren’t sure how widespread the problem is.
Your team needs to keep an eye on industry trends and find brand advocates.
Your reps need an efficient way to help with easy, repeat customer questions..

Real-time communication tools
Ticketing software
Customer Feedback
Social media support tools
Self-Service tools

Which of these options is a good example of a customer retention improvement strategy? Select all that apply.

Ask, “I’m sorry to hear that we didn’t live up to your expectations today. What can we do to keep your business?”
Tell a customer, “Most people who go to x competitor are back in six months. Stay and it will save you money. We’re about to increase prices for new customers.”
Send a customer segment in education an email entitled, “5 creative ways teachers use our products to engage students.”
Reduce call wait times by hiring as many employees as possible no matter what their skills.

Look at the following statements, fill in the blank space and state whether you think this statement would make an employee feel “empowered” or “disempowered”.

1. Notices a recurring issue but keeps quiet to avoid trouble. This is an example of an employee who feels .
2. Swaps a bundle item to meet the customer’s need. This makes the employee feel .

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