"RING RING"
To improve your telephone image this five letter word is always recommended
What is Smile
Customer service problems can be addressed using the LEAST method, what does the letter A represents?
Apologize
A form of verbal communication ending with the letter L and consist of 4 letters
Oral
Group of people linked to a common purpose/goal
What is team
_________Depend on the quality of our products and services
What is Customers
Telephone should be answered within the ________ring
What is 3rd ring
Based on the categories of difficult guests, this type of guest is hard to please
The particular/picky guest
The sender in the communication process_______ the ideas into words/or pictures to be sent via a communication channel
What is encodes
This 8 letter word beginning with "C" which is relevant to teams refers to unity, bonding or sticking together
What is cohesion
Developed by J. Heskett, ___________ outlines the importance of the internal customer to business success
What is the Service Profit Chain
What is the correct thing to do after returning to a caller that was placed on hold?
Apologize for the inconvenience/Thank the caller for holding
Usually when guest complain, one or more of their four basic customer service needs are unmet. The need to feel welcome, understood, need for comfort form the first three of the four needs. What is the fourth need?
What is the need to feel important
Pain, poor eyesight and hearing issues are all ___________ barriers to effective communication
What are physiological barriers
Second stage in the group development process
What is Storming
According to research _________percentages of customers quit because of the attitude of workers
What is 68%
______number out of 10 persons refuse to do business with a company due to unpleasant first contact
7
This 11 letter word beginning with 'C' is the key to quality customer service
What is Consistency
In the communication process this creates barriers to communication
Noise
Beginning with the letter "A" this 6 letter word describes a characteristic that is exhibited by poor team members
What is Apathy
In this stage of group development team members begin to cope with issues, and embrace cohesion
What is norming