Customer Service 1
_____ are not interruptions but the reason for our work, individuals with names and feelings, people we should not argue with, the reason we have a job, not always right but they are always the CUSTOMER.
What are Clients?
We should realize the customer is upset at the ____ and not at us personally.
What is Situation?
Using _____ language won’t help and will only delay you getting to the problem of the situation.
What is Abusive?
Explain to the customer that you want to help but you need to _____ the problem.
What is Understand?
A communication technique that requires the listener to fully concentrate, understand, respond, and remember what is being said
What is Actively listening?
Customers are likely to _____ when services don’t meet expectations.
What is Complain?
This phrase reassures customers you understand their frustration and are on their side.
What is “I can see how that would be frustrating”
Making a commitment to a customer that you are not able to keep.
What is Overpromise?
A way we show aggression or aggravation without saying it
What is your Tone of voice?
Exhibiting appropriate behavior when dealing with clients.
What is good customer service?
Degree of caring and individual attention you show to customers.
What is Empathy?
What is an attitude of “ I just don’t care”?
What is Apathy?
Some customers will be full of questions or be chatty. You must have:
What is Patience?
Ensure you convey to customers exactly what you mean. You need:
What is Clear communication?
When you need a client to wait on the phone while you find information.
What is putting the client on hold?
This is the recommended time frame to follow up after resolving a customer issue.
What is 24–48 hours?
What is trying to quickly release a customer by bypassing his/her problems with irrelevant procedures or by refusing to help before break/lunch/end of shift?
What is Brushing off?
Your clients will rely on you for your experience in the subject and skills. You must have:
What is Knowledge?
Your customer will feel even more valuable if you treat them with
What is Kindness?
When you don't allow the caller to finish talking.
What is interrupting?
This is the customer‑service principle that says you should take ownership even when the issue wasn’t your fault.
What is accountability?
Customer are more likely to feel loyal toward a company when
What is showing we care?
Repeating the customers concerns helps the customer feel
What is Understood/Acknowledged?
It is very important to have an _____ in your voice when your greet the customer.
What is a smile?
It is almost an order when spoken at the beginning of a question, but is polite when used at the end.
What is Please / Thank You