CBO Customer Relations & Service Excellence Flashcards

What is a customer journey map?

Answer: A visual representation of the steps a customer takes when interacting with a company across all touchpoints

A customer journey map visually depicts every stage and touchpoint a customer experiences with a brand, helping businesses identify pain points and improvement opportunities.

Which of the following best defines 'customer churn'?

Answer: The rate at which customers stop doing business with a company over a given period

Customer churn (also called attrition rate) is the percentage of customers who stop purchasing from or using a company's services during a specific timeframe.

What is the purpose of a Service Level Agreement (SLA) in customer service operations?

Answer: To define measurable service standards and response times that a provider commits to delivering

An SLA establishes clear, measurable commitments on service quality, response times, and resolution standards between a service provider and its customers.

In the context of customer service, what does 'escalation' refer to?

Answer: Transferring a customer issue to a higher level of authority or expertise when front-line staff cannot resolve it

Escalation is the process of routing an unresolved customer issue to a supervisor, specialist, or higher tier of support who has the authority or expertise to resolve it.

What is 'voice of the customer' (VoC)?

Answer: A systematic process for capturing customers' expectations, preferences, and aversions

Voice of the Customer is a research process that captures customers' stated and unstated needs, preferences, and expectations to guide product and service improvements.

Which metric represents the average time it takes a customer service team to respond to customer inquiries?

Answer: Average response time (ART)

Average Response Time measures how long customers wait, on average, before receiving an initial reply from the service team.