PROFESSIONAL COMMUNICATION
This is the first thing you should do when a customer explains a problem
Listen
A customer is angry and speaking loudly. Your first priority should be to remain this
Calm
This question helps you understand exactly what happened
Could you tell me what happened
When an employee cannot resolve a proglem within their authority , they may need to do this
Escalate the situation
Complete the phrase: "Let me see what I can __"
Do
Instead of saying "That's not my department", a professional employee should say this
Let me connect you with the appropriate department/person
A customer says, "I want my money back RIGHT NOW!" Beefore promising a refund, you should do this
Check the policy customer's situation
Before offering a solution, you should make sure you understand this
The customer's problem or need
Escalating problem does NOT neessarily mean the employee has done this
Failed
Complete the professional response:"I understand why you're frustrated. Let me _________________"
Check/look into this/see what options are available
This phrase acknowledges a customer's frustration withou necessarily admitting the company was at fault
I understant why that would be frustrating
A customer continues yelling after you've offered a reasonable solution. You should avoid doing this
Arguing, becoming defnesive or matching the customer's anger
A customer wants something the company cannot provide. Instead of simply saying "No" you should offer this
An alternative or available option
Give one reason why a customer-service situation might need to be escalated
Lack of authority, a serious complaint, safety concern, repeated failure to resolve the issue, or a policy exception
A customer says, "Your company made a mistake." Give a resonse that does not immediately admit fault but still shows empathy.
"I understand your concern. Let me look into wht happened and see how we can resolve it?"
A customer says, "You people never know wht you're doing!" Name one professional way to respond
I understand you're frustrated. Let me see how I can help resolve this"
A customer says, "I'll post this all over social media if you don't fix it!" What should the employee do?
Remain professional, acknowledge the concern and focus on the available solution rather than reacting defensively
A customer bought a $350 appliance three weeks ago. It stopped working, but they don't have a receipt. Name two things you should verify
Proof of purchase, warranty/return policy, transaction records, and product information
A customer immediately demands to speak to a manager. Should the employee automaticlly refuse? Explain
No, the employee should remain professional, attempt to understand the concern and follow the company's escalation procedure
A customer asks for an exception to company policy. What three things should an employee consider beforge making or requesting an exception
The policy, the customer's circumstances, and the employee's authority/options
Explain the difference between being polite and being professional in customer service
Being professional means communicating respectfully while also bei being clear, confident, helpful and solution-focused
A customer makes a reasonable complaint but becomes verbally abusive. What should thee employee do?
Set a respectful boundary, and, if necessary, escalate the situation according to company policy?
A strong customer-service solution should ideally be realistic, within company policy or authority, and satisfy this
The customer's legitimate need or concern
Give a professional sentence an employee can use when trasferring a difficult customer to a manager
"I understand you'd like to speak with a manager. Let me explain the situation to them so we can make sure your concern is addressed appropriately"
Rewrite this professionally: "There is nothing I can do. That's the policy
I understand this isn't the outcome you were hoping for. While I'm unable to change the policy, let me see what other options may be available to you?"