Ngoc Anh Tran

- Definition: Defining a set of behaviors, skills, and policies needed to provide customer service effectively across the enterprise.

- Example: one example of the policies for customer service is sorting based on the degree of importance of the customer to the organization. If the customer is a key customer, they will have dedicated assistant that is also the contact point of that customer

- Synonym: Customer service requirement

- Cloud services: None

- Definition: Define what is expected when engaging the customer

- Example: EasyJet, a cheap price airline, has a strategy of limits personnals in contact with customers for cost reasons. Therefore, they use customer self-service as core customer experience strsategy

- Synonym: customer service

- Cloud services: None

- Definition: This process define what channels will be used for customer service

- Example: Channels can be used for customer services are: point of sale (POS), online, warranty centers, phones, etc.

- Synonym:Customer service channel

- Cloud services: None

- Definition: Cluster customer into different groups, define SLA for individual groups

- Example: For big and important customers, organizations usaully have dedicated account manager, who is the contact point for that customer. For less important customer the organization offers supports via hotline, online chat, email, etc.

- Synonym: Target service level for each customer segment

- Cloud services: None

- Definition: Define under which condiction that the customer is granted to have a warranty and how much the warranty covers

- Example: Oral B electronic toothbrush is warrantied for 2 years under condition that the defected part is from the producer's faults

- Synonym: warranty

- Cloud services: None