Customer Service Basics
This skill means giving the customer your full attention, understanding what they are saying, and responding appropriately.
What is Active Listening?
A customer becomes frustrated. Should you interrupt them to explain why the issue occurred?
What is No, allow the customer to explain and actively listen first?
What should your tone be when communicating with customers?
What are professional, respectful, and helpful?
What does CX stand for?
What is Customer Experience?
What do we call the process of building a positive and comfortable relationship with a customer?
What is Rapport?
What customer-service technique is used to reduce tension when dealing with an upset customer?
What is De-escalation?
Instead of saying "I don't know," what is a more customer-focused response?
What is "Let me check that for you."
True or False: A technically correct solution automatically guarantees a great customer experience.
What is False?
A customer contacts us with an issue. Before proposing a solution, what should you make sure you fully understand?
What is the customer's concern or problem?
A customer says, "I've contacted you twice already and nobody has fixed this!" What should you demonstrate first?
What are Empathy and acknowledgement?
What should you do if you're unsure whether you've understood what the customer wants?
What is ask a clarifying question?
What simple action after resolving an issue can demonstrate ownership of a customer request?
What is follow-up, when appropriate?
What communication skill involves asking additional questions to make sure you correctly understand the customer's request?
What is Clarification?
True or False: If you cannot immediately resolve a customer's problem, you should still clearly explain the next step.
What is True?
What is one good way to check that the customer understands the solution you've provided?
What is confirm their understanding before closing the interaction?
A customer has contacted the company multiple times about the same issue. What should you try to avoid making them do again?
What is repeat information unnecessarily?
What is the term for solving the customer's issue during their initial interaction, without requiring another contact?
What is First Call Resolution?
A customer is angry about something outside your control. Name three behaviors that can help calm the interaction.
What are staying calm, actively listening, and clearly explaining the next step?
Why is clear communication important in customer service?
What is to reduce misunderstanding and help set clear expectations?
Name three things that can contribute to a positive customer experience.
What are effective communication, empathy, and timely resolution?