La experiencia del servicio al cliente

Expedia

1. Attraction: Advertising the company through TV advertisements, sponsoring football teams (for example, Liverpool´s T-shirt), and being official sponsor of the UEFA Champions League.
2. Search: Different websites, localized to multiple languages, offer the possibility to potential customers the opportunity to search for their destination in their mother tongue and/or a language in which they feel comfortable.
3. Reviews: Potential customers can see review score of the properties on the search page, and check verified guest reviews selecting each property (being able to filter by language).
4. Decision: Apart from the reviews, there are filters, photos, maps and descriptions to provide potential customers as much information as possible.
5. Purchase: In majority of the properties, customers have the option to choose either to pay directly at the property or at the property.

The most important is know how to hear people. Then, collecting data, solve the problem, monitor, measure quality satisfaction and improve the processes

The customer service journey begins before when of they buy something from you or even ask for something from you

I’ll give you some advice, team!
You have to treat a customer in the same way that you expect to be treated.

i work in a goverment Office and people comes to get their diferents documents
I realized that if they dont like the service that we offer the can’t go to another place to get their documents because they only can get it with us
despide of it doesnt mean that we have to be rude or agressive with they
and that’s something that a lot of peolpe that woks on the public sector forgets
that why when peolpe hears “government procedures” they just get scare of it
is something that we have to chenge with a good customer service

Five stars to cesar, would you take his courses? Of course you do

The link shared in the “Recommended readings” section is broken. Please Platzi Team, check it out. 😊

I would add a 0 step that is “a need pop up in customer mind” and then we can attract him/her to our value proposition

Customer service skills are the skills necessary to communicate with others, solve problems, demonstrate patience and understanding, ensure customer satisfaction, and resolve customer complaints.

Attraction: Advertising the company through TV advertisements, sponsoring football teams (for example, Liverpool´s T-shirt), and being official sponsor of the UEFA Champions League.

Attraction: Advertising the company through TV advertisements, sponsoring football teams (for example, Liverpool´s T-shirt), and being official sponsor of the UEFA Champions League.
Search: Different websites, localized to multiple languages, offer the possibility to potential customers the opportunity to search for their destination in their mother tongue and/or a language in which they feel comfortable.
Reviews: Potential customers can see review score of the properties on the search page, and check verified guest reviews selecting each property (being able to filter by language).
Decision: Apart from the reviews, there are filters, photos, maps and descriptions to provide potential customers as much information as possible.
Purchase: In majority of the properties, customers have the option to choose either to pay directly at the property or at the property.

There is a problem with the resource link

Very good

Customer service journey

Good lecture.

The link doesn’t work anymore but great class. Haven’t thought about how CS begins even before you know it.

I work in a university so this is my costumer journey map:

Attraction: Advertising on the internet also in educational exhibitions
Search: Different educational websites, making an alliances with some educational organizations
Reviews: improve the reviews of the university Givin a gift card for their opinions and if there is a bad review take a special attention
Decision: Reviews, Conferences, Meetings with the academical team
Purchase: This will be on banks or paypal making easy to the client to buy

Attraction: At the first time, company makes goods offers on the web. People look that offers and visit de website for purchase.
Reviews: Normaly the reviews as well, so never missing the bad comments of unhappy people.
Search: Customers look information or diferent options on the web, to compaire and take decisions.
Decision: Finally they take the decisions based on the price and the grat reviews and Purchase.

For example:
Where I grew up, which is a beautiful beach, most of the restaurants try to connect or atract people by the ocean view. So, in this case:

1. Attraction: Advertising the company thruough social media
2. Search: Show the most significant characteristics for your restaurant, the menu, the experiences or maybe the drinks.
3. Reviews: Create the same user journey that you promote in social media, then your clients will want to share their experience.
4. Decisions: Expose all the important information you want your costumer to know about. Keep your social media active and with different content on each media.
5. Purchase: Give the opportinuty of variate payment Methods.

Very good

thank you for that informations

👌

Thank you

The first impression begins with marketing and how the product fix the problem.

Expedia

Attraction: Advertising the company through TV advertisements, sponsoring football teams (for example, Liverpool´s T-shirt), and being official sponsor of the UEFA Champions League.
Search: Different websites, localized to multiple languages, offer the possibility to potential customers the opportunity to search for their destination in their mother tongue and/or a language in which they feel comfortable.
Reviews: Potential customers can see review score of the properties on the search page, and check verified guest reviews selecting each property (being able to filter by language).
Decision: Apart from the reviews, there are filters, photos, maps and descriptions to provide potential customers as much information as possible.
Purchase: In majority of the properties, customers have the option to choose either to pay directly at the property or at the property.

Customer service journey as a roadmap full of interactions.
Reviews: the first interaction you had with the brand was through reviews and they don´t even know they have lost a customer already.
Identify every interaction: what are all the interactions that a customer goes through with my brand? (if you are not sure what touchpoints they go through, ask them, create surveys)

sometimes you have to put yourself in the customers’ shoes and think about what they expect from the product or service

good afternoon

good days excellent class

What are all the interactions that my costumer goes thorugh with my brand?

In my IT service we provide a help desk where all interactions with the customer is made by phone, e-mail and IT autoservice tool.

Besides the end user support apart from a phonecall could be given face-to-face through the support technicians. It occurs when the issue could not be resolver by phone or with a remote work.

I think the activities to promote a good customer service start before the certain transaction or interaction. It’s so easy to have a bad impression of a brand or product. So the effort to convince the customer to acquire your product or service need patience and much work.

Excellent class

Some of the important things i learned with my current job based on my own experience and interactions during the calls, are that, you need to create the rapport and try your best to get a connection with your customer, either being empathetic with the reason (or problem) he/she is coming from, or showing that you can resolve the concern for why is coming to you.

Words are important written or spoken. And when you offer a product or service whose websites are attractive and easy to use, your business will be successful.

I totally agree with you.

The most important part of the customers’ journey are:

1. Cx has to know your product works, and if it’s possible, in their first touch they can have a shorter onboarding.
2. Let know your cx that they have a line where they can find help and maybe find some resources.
3. If your cx has problems, make it easy for them to reach contact or a variable and quick solution

Customers are number one in a comapny

Customer service journey: This process helps business leaders gain insights into common customer pain points.

It is important to understand that peopple have differents moods and they are not going to respond in the same way, That is why we cannot have a single answer for a particular situation. It is essential that we train the staff of our bussines in order they have the ability to resolve in the best way.

As you said i have done that I´m the kind of person that look for reviews of the products and places i choose for buying things.

costumer service should be before, during and after

Department store:
On the outside of the building there is a striking yellow color, as well as a clean place both inside and outside the department stores.
Most of the 1,500 stores available in Mexico offer you parking.
Employees have a duty to open the door to all customers and change that job every hour.
Most clients must be attended by an employee to resolve all doubts and problems, and must ensure the best service to clients.

The outcome of the interactions on every step of the customer service journey are mostly within our control ✌️ It is our responsibility to ensure a great customer service experience 💪

Good

Cool

Excelent

Great

1. First step is to attract customers by inbound marketing strategies, they will hear about our services and what we do.
2. Social media and websites are important. These are the ways that the customer we´ll know more about us and they could see some reviews and make up their mind.
3. Set up our web as much as possible to give to the customer all the info about us.
4. Give the option to purchase on our page or provide the links to get our products.
5. Keep in touch with customers after they already purchased some items from us.

• First of all, the customers know about the service/product via inbound marketing, they know about the service and its characteristics.

• Step two, the customers visit the websites or social media accounts verified to explore the options that they have.

• Step three, the customers contact one of the seller agents and complete the deal or buy the service.

• Step four, the customers pay online or go to the store.

Well, I can say in my experience that Amazon as a company in the US is like a big mall for everyone. Since you entered to the website, there are a lot of items people can buy. I think everything has and impact in the customer decision beginning with the design of the website the colors how dynamic it is and stuff like that.

The first impression begins with marketing and how the product fix the problem.