Inter-action Funnel
First step of funnel.
What is "Welcome"?
A CSR should be a good p______ s_____
What is problem solver?
When someone focuses entirely on what the person is saying.
What is active listening?
The final step of Interaction Funnel.
What is close?
You should always do this every day you work.
What is turn up?
2nd step, you are able to?
What is "Determine the need"?
A CSR should have clear c____________ s_____.
What is communication skills?
When an irate customer is on the phone it is important to allow the customer to ____?
What is speak?
The main ingredient of excellent customer service.
What is a good attitude?
Doing this will help your day move smoothly.
What is follow the processes.
3rd step, you will be able to?
What is "decide how to help"?
A CSR should have a friendly a_______.
What is attitude?
Bad customer service leads to.
What is complaints?
This Act protects a person's information?
What is the Privacy Act?
How CSR's should treat each other.
What is how you want to be treated.
4th step ,will help you to?
What is "meet the need"?
A CSR can have e_______ when dealing with a customer in certain situations.
What is Empathy.
It is __________ that you will have to deal with angry customers.
What is inevitable?
What other language is spoken in NZ?
What is Te Reo?
A CSR should have a good k________ of s______
What is knowledge of service?
5th step, it's always good to add this?
What is value"?
A CSR should always be p___________ at all times.
What is professional?
It is _____ acceptable to promise the customer something that is undeliverable.
What is never?
What does a CSR use at their desk for hearing customers?
What is a headset?
It is really good to have t___ m_________.
What is time management?