Customer Service Skills
Vocabulary
"The STAR"
Marketing Concept
Success of a Business
100

The Customer Service Team is located where at DRPA?

Where is the 9th Floor One Port Center

100

The process of delivering exemplary internal and external customer experiences.

What is Customer Service

100
The method to organize customer service
What is providing a good SERVICE
100
Hidden Needs
When CUSTOMERS HIDES THEIR WANTS & NEEDS
100
What is being sold?
What are PRODUCTS
200

What is the Authority's Core Value called when you are working on professional development training?

What is Growth & Development and Continuous Improvement

200

Who is the DRPA/PATCO's CEO

Who is John T. Hanson

200
Creating a win-win situation.
What is SATISFACTION
200
To be explicit
When the customer knows EXACTLY what they want
200
What the cost will be?
What is PRICING
300

Try to feel what the customer feels.

What is EMPATHY

300
Concerns that keep the customer guarded.
What are Barriers
300
Creating a customer profile.
What is TARGET MARKET
300
Customers barriers
What are the Concerns that keep customers GUARDED.
300
How much money the business will make.
What is PROFIT
400

Acknowledge the customer clearly.

What is COMMUNICATON

400
The customer know exactly what they want.
What is Explicit Needs
400
Focuses on personnel's hiring skills.
What is APTITUDE
400
Customer Service
What is CUSTOMER SATISFACTION
400
When a product is sold during a certain season.
What is TIMING
500

Don't be rude or use negative gestures to the customer.

What is POSITIVE LANGUAGE

500
The focus of the business of needs and wants.
What is Marketing Concept
500
Focuses on providing a service such as social media or via internet.
What is RESOURCES
500
Marketing Concept
When a business focuses on the WANTS and NEEDS of customers.
500
People who work for you.
Who are EMPLOYEES
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