What is Customer Service?
25 questions / What is Customer Service? Challenges of Customer Service Problem Solving Strategy for Formulating a Plan for Success Empowerment
25 questions / RM/IM SCREEN ACE SCREENS NSF/OD WHSE MISC/TAX INFO
25 questions / Customer Engagement Management Dealing with Difficult Customers De-escalation Maximizing Sales Potpourri
25 questions / Customer Feedback Recovery Exceed with Value Exceed with Information Potpourri
25 questions / Basic Customer Needs Positive and Negative Communication Behavior Residents Miscellaneous Bonus SCSU
25 questions / Customer Feedback Recovery Exceed with Value Exceed with Information Potpourri
A level of feedback commitment that companies gather because they feel obligated to do so.
What is reluctant compliant?
25 questions / Customer Feedback Recovery Exceed with Value Exceed with Information Potpourri
25 questions / First/Last Impressions Rules Best Practices Real Life Scenarios What is Customer Service?
What is "hello"
A good first impression is created with this greeting
What is "top priority"
Your customers issues/questions should always be this
What is "Excellent Customer Service"
This means to go above and beyond to meet a persons/customers needs
What is "offer her something else"
Mary stares at her dinner for 20 minutes and doesn't touch it, you do this.
What is "find out a customer's need"
To find out how to make a customer feel satisfied, you can do this
What is "smile"
You always _________ at the customer
What is their own personal "challenges"
All employees should commit to leaving this at the door
What is "Customer Satisfaction?"
The feeling the customer has when their needs have been met.
What is "a cold drink"
Mary is sitting outside complaining how hot it is, you offer this.
What is "tell other people about your company in a positive way"
The more customers are satisfied the more they will do this.
What is "7"
It takes about ___ seconds for someone to make an impression
What is "listen"
To understand the customer, the most important thing you must learn to do is
What is "people"
Customers will always choose a product/service because of these.
What is "write note on employee recognition board"
You see your co-worker going above and beyond providing good customer service, you do this.
What is "Mile"
Going the extra this, will always make the customer happy.
What is "attitude"
You always want to have a good________ when talking to customers?
What is "argue"
You should never _______ with a customer
What is "everyone"
It is this person's job to provide customer service.
What is "say I'm so sorry" and be very kind the rest of the encounter
A customer is upset because they thought you were rude (you are really just having a rough day). You should...
What is "listened to/understood"
It's important to make a customer feel _________ when they are talking to you.
What is "everyone"
______________ is your customer
What is "I don't know"
This is the wrong answer when your customer asks you a question
What is "the way you'd like to be treated"
Always treat the customers like this.
What is "Get her fresh/hot coffee"
Mary is complaining that her coffee is cold, you quickly do this.
What is "happy"
The goal of working at service companies is to make customers this
25 questions / Skills/Traits Customer Interaction Customer Service Facts Vital Records know it all SD Random
What is Patience?
The capacity to tolerate delay
What is eye contact, good posture, smile, etc.
Give an example of good body language
What is 10 or 11?
Consumers will wait on hold for an average of ____ minutes before hanging up.
What is 605-773-4961?
What is the Vital Records phone number?
What is Mitchell, SD?
Where is the World's Only Corn Palace located?
What is Empathy?
Understanding the customers feelings
What is active listening?
Nodding your head and maintaining eye contact while a customer is talking to you are examples of _________________.
What is email?
is still the most commonly used digital customer service channel
What is 114 years?
How long has the Office of Vital Records been open?
What is "Under God the People Rule"
What is the South Dakota State Motto?
What is Communication Skills?
Listening to the customer and then sharing your information
What is acceptable/reasonable?
When resolving a customer complaint, make sure that your solution to the customer's problem is ________________ to them
What is 9 out of 10?
___ out of 10 U.S. consumers say they would pay more to ensure a superior customer experience.
What is Cindy-Levi-Marcie--------------
What is the order the phone switches when someone does not pick up the phone
What is 14 years?
How many years did Mount Rushmore take to build and complete?
What is Enthusiasm?
Eager enjoyment while helping the customer
What is Smile?
It is extremely important to _____________ when greeting customers and when saying goodbye.
What is 2?
News of bad customer service reaches more than _______times as many ears as praise for a good service experience.
What is 64?
How many Register of Deeds county offices are there?
What is Harney Peak?
What is the highest point in the United States east of the Rockies?
What is Attentiveness
Paying close attention to the customers needs
What is a memorable experience?
Attentiveness, recognition, personalization, consideration, appreciation, and delight are all ways of creating ___________________ for our customers.
What is 77%?
After having a positive experience with a company, ___% of customers would recommend it to a friend.
What is 4? (Serviceman, Baseball, Head Start Enrollment, Welfare for school enrollment purposes)
Name how many, and list all reasons for free certificates
What is "The Mount Rushmore State?"
What is one of South Dakota's nicknames?
25 questions / Customer Service Skills Vocabulary "The STAR" Marketing Concept Success of a Business
25 questions / First/Last impressions What is customer service Rules Skills/ Traits Customer interactions
Hello
A good first impression is created with this greeting
Find out the customers needs
To find out how to make a customer satisfied you can do this
Top priority
Your customers issues/ questions should always be ___________
Patience
The capacity to tolerate delay
Eye contact, good posture,smile, ect.
Give and example of good body language
Positive Attitude
Always have a _________ with customer
Tell other people about our company (Google reviews)
The more customers that you satisfied the more they will __________
Own Personal Challenges
All employees should commit to leaving ___________ at the door
Empathy
Understanding the customers feeling
Active listening
Nodding your head and maintaining eye contact while a customer is talking to you is examples of
7
It takes about _________ seconds for someone to make an impression
Mile
Going the extra _______ will always a customer happy
Listen
To understand the customer, the most important thing you must learn to do is __________
Communication skills
Listening to the customers and then sharing your info
Acceptable/Reasonable
When resolving a customer complaint, make sure that your solution to the customers problem is ___________ to them
Smile
You always want to have a _________ When talking to someone on the phone.
Listened to /understood
Its important to make a customer feel _________ when they are talking to you
Argue
You should never __________ with a customer
Enthusiasm
Eager enjoyment while helping the customer
Smile
Its extremely important to __________ when greeting a customer and when saying goodbye
Everyone
_______ is your customer
Happy
The goal of working in service Companies is to make customer _________
"I don't know"
This is the wrong answer when your customer asks you a question
Attentiveness
Paying close attention to customers needs
Memorable experience
Attentiveness, recognition, personalization, consideration, appreciation, and delight are all way of creating ___________ for our customers
25 questions / First/Last Impressions Rules Best Practices Vocabulary What is Customer Service?
What is "hello"
A good first impression is created with this greeting
What is "top priority"
Your patient issues/questions should always be this
What is "Excellent Customer Service"
This means to go above and beyond to meet a persons/customers needs
What is "Verbal Communication"
The use of spoken words to convey information
What is "find out a patient's need"
To find out how to make a patient feel satisfied, you can do this
What is "smile"
You always _________ at the patient
What is their own personal "challenges"
All employees should commit to leaving this at the door
What is "Customer Satisfaction?"
The feeling the customer has when their needs have been met.
What is "open-ended questions"
Question that lead to further explanation
What is "tell other people about your company in a positive way"
The more patient are satisfied the more they will do this.
What is "7"
It takes about ___ seconds for someone to make an impression
What is "listen"
To understand the patient, the most important thing you must learn to do is
What is "people"
Customers will always choose a product/service because of these.
What is "Leading questions"
Questions that tend to lead the respondent into the desired answer
What is "Mile"
Going the extra this, will always make the patient happy.
What is "attitude"
You always want to have a good________ when talking to patients?
What is "argue"
You should never _______ with a patient
What is "everyone"
It is this person's job to provide patient service.
What is "Therapeutic Communication"
The purposeful use of verbal and nonverbal actions and interactions to build and maintain helping relationships with patients and families
What is "listened to/understood"
It's important to make a patient feel _________ when they are talking to you.
What is "everyone"
______________ is your patient
What is "I don't know"
This is the wrong answer when your customer asks you a question
What is "the way you'd like to be treated"
Always treat the patient like this.
What is "Personal Communicator"
Uses emotional language and connections; cares about what people think and feel in response to the information given
What is "happy"
The goal of working at service companies is to make patient this
25 questions / Handling Difficult Customers Customer Service 8 Rules of Customer Service Skills true/false
A. difficult customer
A handful of volatile customer is known as
A. difficult customer
B. happy customer
C. loyal customer
D. impulsive customer
D. all of the above
What is good customer service?
A. overall impression a person has of the company products, services, and staff
B. making sure the customers needs are satisfied
C. having a positive outlook
D. all of the above
D. Answering the phone
When the phone rings and you are with customer, which should be the priority?
A. Playing on the computer
B. Listening to music with headphones
C. Customer
D. Answering the phone
B. Frequent hand gestures
What is acceptable to do when assisting a customer?
A. Fiddling
B. Frequent hand gestures
C.Folded arms
D.No eye contact
A. True
Customers are more easily satisfied if their expectations are effectively managed.
A. True
B. False
B. sympathize
How do you deal with an upset customer?
A. argue
B. sympathize
C. ignore the customer
D. talk back
B. Customer Relationship Management
CRM stands for:
A. Customers Rarely Matter
B. Customer Relationship Management
C. Customers Rudimentary Managed
D. Communicating Random Meaning
A. promises
A CSR should never make _________ to customers.
A. promises
B. apologizes
C. refunds
D. none of the above
D.By using affirmative words such as okay and asking clarification questions
B. False
When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
A. True
B. False
C. the customer is always right
What is the one concept every sales person should know?
A. the customer can be loud
B. never lower the price
C. the customer is always right
D. none of the above
D. Are dissatisfied with your service they are receiving
Customers who complain:
A. Had an unhappy childhood
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are dissatisfied with your service they are receiving
c. be helpful and patient
It is always good to ______ to ensure regular customers.
A. be rude and impatient
B. ignore the customer
C. be helpful and patient
D. all of the above
D. B and C
What skills are necessary to have great customer service?
A. making noodles
B. Clear Communication skills
C. Patience
D. B and C
B. False
Follow-up with a customer is always a good idea, no matter what the situation or who the customer is.
A. True
B. False
D. All of the above
How should you handle an upset customer when you do not have what they want?
A. apologize for the inconvenience
B. keep calm and try to offer the customer something similar
C. Listen and show empathy
D. All of the above
D. all of the above
Customers prefer to shop where they have enthusiastic customer service representatives that are _______.
A. friendly
B. educated
C. organized
D. all of the above
D. all of the above
Work staff should always be trained to ......
A.be active, creative,and organized
B. fast to get work done on time
C. be helpful, courteous, and knowledgeable
D. all of the above
D. all the above
Which of the following is true when it comes to motivating a customer service team?
A. Team members will need training on dealing with angry customers
B. A reward system can be beneficial
C.Customers can negatively affect performance
D. all the above
A. True
Customers will trust you more if they had a problem with your product or service and receive speedy resolution.
A. True
B. False
B. Listen between the lines
There is an underlying message to your customers complaint
A. refuse the complaint
B. listen between the lines
C. call back
D. A philosophy wherein the customer is wrapped in service even before a problem arises
Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises
A. call your manager
Last option to solve an issue with a customer is
A. call your manager
B. explain that its against the policy
C. ask the customer to leave the store
D. none of the above
B. Hearing and understanding
Active listening has these two components.
A. Verbal, nonverbal
B.Hearing, listening
C.Hearing, understanding
D.Receiving, understanding
A. True
Most upset customers will calm down if you offer a sincere apology.
A. True
B. False
25 questions / First/Last Impressions Rules Best Practices Real Life Scenarios What is Customer Service?
25 questions / First/Last Impressions Rules HIPAA Real Life Scenarios What is Customer Service?
"Hello, good morning, good afternoon, I'm blank, how can I help? "
A good first impression is created with this greeting
What is "to listen."
To understand the patient, the most important thing you must learn to do is
What is "two."
How many patient identifiers should we use?
"Good morning, How can I help?"
Your patient/visitor looks confused when they walk in the door, what do you say to them?
Who is "everyone."
It is this person's job to provide customer service.
Smile
You always _________ at the patient/visitor
What is their own personal "issues"
All employees should commit to leaving this at the door
What is "every patient interaction."
How often do you verify patient information to remain compliant with HIPAA?
Don't ignore Mary. Find out what the delay is and inform her.
Mary is sitting in the waiting area complaining how long she's waited, what should you do?
What is "the way you want to be treated."
Always treat the patients/visitors/co-workers like this.
What is "7"
It takes about ___ seconds for someone to make an impression
What is "your main concern."
Your patients issues/questions should always be this
What is "every patient encounter where information is shared."
When is release of information verified?
Praise your co-woker for what you saw.
An agitated patient is being loud and disruptive at the front desk, your co-worker is patient and provides direction for the patient. What do you say to your co-worker?
"Mile"
Going the extra ....., will impress your patients
What is "attitude"
You always want to have a good________ when talking to patients/visitors
What is "argue"
You should never _______ with a patient/visitor
What is "have the patient fill out a request form or have new provider office request records."
A patient request their medical records, what do you do?
say "I'm really sorry, I did not mean to come across that way. Let's start over."
A patient is upset because they thought you were rude (you are having a rough day). You should...
"listened to/understood"
It's important to make a patient feel _________ when they are talking to you.
What is "everyone"
______________ is your patient
What is "I don't know"
This is the wrong answer when your patient asks you a question
What is "
What are the fines for a HIPAA violation?
Tell Mary we received the request and are waiting for the physician to approve the refill. That you will follow up with the physician and Mary as soon as refill is approved.
Mary is complaining she can't get anyone to answer her request for refills for her pain medication.
Valued and appreciated
The goal of working at FCHC is to make customers feel ...
25 questions / Chapter 1 Chapter 4 Chapter 9 Chapter 5 Chapter 7
25 questions / Positive Statements Communication Skills Customer Interactions Informing the Customer Miscellaneous
25 questions / Customer Feedback Recovery Exceed with Value Exceed with Information Potpourri
25 questions / Positive Customer Relations Customer Relationship Management Difficult Customers Customer Inquiries HodgePodge
25 questions / Top Customer Service Skills Top Customer Service Skills Part 2 Examples of good customer service Examples of bad customer service Good Customer Service on the phone
25 questions / Skills Vocabulary Rules Difficult Guests FB Specific
What is active listening?
The practice of paying close attention to a speaker and asking questions to ensure full comprehension
What is customer service?
The process of delivering customer experiences.
What is friendly?
The guest expects this type of service.
How do you deal with an upset customer?
A. Argue
B. Sympathize
C. Ignore the customer
D. Talk back
Receptionist
Awesome set of individuals who try to help with whatever problem is at hand?
What is empathy?
Ability to understand others emotions.
What is engaging?
When you make eye contact, smile and greet a customer.
Courtesy and Respect
All people deserve to be treated with ____ and ____
What is a difficult customer?
A handful of angry customer is known as
What is the help desk?
Employees can go here for help with their gadgets and machines.
D. All of above
What is problem solving?
A. Active listening to the problem
B. Collaborating to find a solution
C.Follow up to ensure whoever you assisted was pleased with the results
D. All of above
What is attentiveness?
The act of being a good listener.
Expert
Be an _____ in all things you do.
We should never make _________ to customers
What is a NDA?
A ____ is a document that needs to be signed before entering the office.
Positive
Making it lively and _______ is essential in a lobby.
D. All of the above
What is good customer service?
A. overall impression a person has of the company products, services, and staff
B. making sure the customers needs are satisfied
C. having a positive outlook
D. all of the above
What is going above and beyond?
Going out of your way to provide the best possible service.
What is listen between the lines?
There is an underlying message to your customers complaint
D. Both B & C
Duties of a receptionist at FB
A. Eat all the snacks
B. Check in guests at events
C. Assist employees when they have lost their badge, keys and phone. (Badger Check! Lost and Found Check!)
D. Both B & C
What is willingness to learn?
Wanting to understand more of your job duties, or exploring other duties.
What is best practice?
Professional procedure that is accepted or described as being most effective.
Keep It Simple Stupid. Make it easy!
Maybe you know the acronym K.I.S.S
Apologize; Inconvenience
_____________ for the _______________ and fix it.
Practice
Every interaction is a _______ opportunity.
25 questions / TRANSACTIONS PROCESSES GENERAL TouchPoint Brain Teaser
WHAT IS IW58?
USED TO LINK AN ORPHAN NOTIFICAN
What is non-contractual/Notification ONLY?
How should a request for service on an expired contract be created?
What is warm transfer?
When transferring a caller to an Evoqua employee, you should always ______ _____the call?
What is the email address and sender name?
When sending an email confirmation to a customer from a HUBSPOT email, you must change the _____ ___ and ___ ___ before sending?
What is MD04?
In what transaction can you see if a item is in Stock?
WHAT IS IW32?
USED TO MODIFY AN AUTOGEN
What is a pre-filter?
A 5 um filter is what type of filter?
WHAT IS LOGGED IN AND TAKE CALLS?
ALL AGENTS MUST BE READY TO ______ ____ AND READY TO _____ ____ AT THE START OF THIER SHIFT.
What is first in / first out?
When processing emails from the Order Processing mailbox - orders are handled, in the following order; ____ ____ / ____ _____.
Who is Rebecca?
Who do you contact when you have TouchPoint issues?
WHAT IS IW75?
USED TO FIND A FIND A PURCHASE ORDER NUMBER
What is a pre-filter?
A ______ should be pulled with every tank on the same freq?
What are Growth Enabling Behaviors?
Highly enabled, Highly empowered and Highly accountable.
WHAT IS WORKTIME?
______ IS USED WHEN YOU NEED MORE TIME TO FINISH WORKING ON A CUSOTMER ISSUE.
What is IW51?
What transaction is used to create an order for a Leak?
WHAT IS IL03?
WHERE YOU CAN FIND THE FLOC NOTES?
What is the exchang line?
If adding a tank manually to a non-contractual order. The tank should be added to the _____ line on the operation tab.
WHAT DELETE A LINE?
NEVER ___ ___ _____ FROM THE OPERATION TAB
WHAT IS RING NO ANSWER?
_____ __ _____ WILL PUT YOU IN A AUTO BREAK?
Who is Rebecca?
Who do you email when you get an Order Block?
WHAT IS IL03?
WHERE YOU CAN FIND THE FLOC PRIORITY?
What is the service type line?
When two contact lines are available from to select from contract - the ______ line should be selected.
What is the branch profile?
The Operation Supervisor can be found on the _____ ________?
WHAT IS 60 SECONDS?
ALL CALLS MUST BE ANSWERED WITHIN ___ SECONDS?
What is Heavy Industry?
What division or Market group is Power, Steel and Petrochemical?
25 questions / Customer Service Customer Satisfaction Customer Complaints Communication Key terms
Customer service is the act of providing high quality service to our customers in a positive and professional manner.
What is customer service?
Listen, Patience, Creativity, Communication, and Friendliness
What are the five keys to customer satisfaction?
Time, Cost, Better service from a competitor, Unmatched expectations
What are 2 of the 4 most common complaints from customers?
Positive tone
What tone should you use when speaking to a customer?
Idealistic is what we perceive as the perfect way for something to be done.
What is Idealistic service?
Empathy
What is the most important customer service skill?
Be positive, totally involved, and take responsibility.
What are the key factors to help you be creative?
Working towards a solution
What should you always be working towards with an upset customer?
Mirror Technique
What technique is good to use when speaking to a customer?
Presenting customer service and option to a customer that feel genuine.
What is Realistic service?
The ability to understand and share the feelings of another.
What is Empathy?
“I understand” or “I see”
What are two quick verbal responses that show the customer you are engaged?
Definitely, Surely, Absolutely, Gladly, Certainly, Fantastic, Great, Good, Terrific, Will, Assure, Understand.
What are 3 positive vocabulary words from the presentation ?
Listen
What should you do before speaking?
Being professional means being pleasant and polite when speaking with anyone while at the workplace. It also includes the way you present yourself and the quality of the work you do on a daily basis.
What does it mean to be professional?
Ask for help. Continue to try and find the solution. Never tell the customer you do not know.
What should you do if you cannot answer the customer’s question?
Use their name
What should you always do to make the customer feel important?
Tell them their isn’t anything you can do / Hang up
What should you never do when speaking to an upset customer?
Speak clear, slowly, and precise.
When speaking to a customer, what are the three keys to maintain?
Customer Satisfaction is meeting and exceeding our customer’s needs and expectations.
What is customer satisfaction?
Anyone who calls into the Call Center. This can be someone internal or external.
Who are our customers?
33%
What percentage of customers consider switching companies after one instance of poor service?
Awful, Horrible, Terrible, Bad, No, Never, Dumb, Rude
What are 3 negative vocabulary words from the presentation?
The imparting or exchanging of information or news
What is communication?
A complaint is anytime a customer whether internal or external, is not satisfied with the service they received.
What is a service complaint?
25 questions / Customer Services-Basics Customer Service-Be Aware Great Customer services Customer Service-to do Customer Service-Act
Complain
What a customer does when they are unhappy
making a commitment to a customer that the company is not economically able to keep.
Empathy
Some customers will be irate. You must have:
Knowledge
Your customer will rely on you for your experience in the subject and skills. You must have:
Anticipate the needs of the customer
Use knowledge about the customer and the services they have received or needed in the past to predict their future needs.
Belif
When a customer think is true, unfortunately, it may not be supported by the facts.
Kick the Cat
What employees do when they take their frustration out on the customer
Patience
Some customers will be full of questions or be chatty. You must have:
Thick skin
The customer is always right. The ability to swallow one's pride to accept the negative feedback. You must have:
Greet a customer with a smile
It is very important to have a big_____ when your greet the customer.
Manager
The person the customer is seemingly always getting passed to.
Mistake
The hardest thing for the company to admit.
Adaptability
Every customer is different, some may even seem to change week to week. You must be able to handle surprises. You must have:
Be available
Make time for the customer
In a busy environment it can be frustrating for an employee if a customer want to stop to chat when they have a lot of work to get done. You must:
Empowerment
Training employees to make decisions on their own to help customers
Peer Review/Earned Media
Online references written by customers on the level of quality or service in your company.
Clear communication
Ensure you convey to customers exactly what you mean. You need:
Cater to your customers
Make sure you are fully meeting your customers' needs. Consider assigning representative to specific customers so they can build relationship. You must plan on:
Address customers by name, make the customer feel welcome when they come to the center/office
Feedback
Giving the customer the opportunity to tell you what they think in many ways.
Problematic customer
A customer the company may need to suspend to be avoid more problems or be more profitable.
Good work ethnics
Customers appreciate a rep. who will see their problem through to its resolutions. You must have:
Create communities.
Your customer will feel even more valuable if you treat them as important members of a community. You must create
Give customer more than they expect.
Customer are more likely to feel loyal toward a center or company when they feel that the employee has exceeded the customer expectations.