Process Standards
This should always be done on first contact
What is offer an IGO (introduce, greet, offer)?
The process of a sender transmitting information that the receiver responds to.
What is communication?
This makes every day better
The appearance of negative emotions caused by unsatisfactory experiences
What is Hot?
Messages conveyed via dress, eye contact, and facial expressions
What are examples of Body Language?
During a complaint, one's attitude must remain positive and balanced
What is good customer service attitude?
The appearance of positive emotions caused by satisfactory experiences
What is Cold?
These are methods of/media used for communication
What are face to face, telephone, written communication, and social media?
Rule 1 of the 12 simple rules to apply when you contact people.
What is having a desire to please?
When a customer goes to a business place, identify two needs that he or she has.
What is (i) the need to feel welcomed and expecting a warm, friendly smile from the service provider; (ii) the need to be understood and expecting to be listened to by the service provider.
The appearance of neutral emotions caused
What is Room Temperature?
Examples of positive non-verbal signals
What is a warm, friendly smile; Firm, brief handshake; Eye contact; Wave; Good hygiene practice; Well-groomed appearance; Nod; Listening; Facing customer?
Knowing the physical and psychological motivators that leads customers to a company.
What is understanding the customer's needs?
Ensuring your mood/attitude emit excellent customer service.
What is a temperature check?
A positive, engaging, pattern of listening to the conversation partner. The process of listening attentively while someone else speaks, paraphrasing and reflecting on what is said, and withholding judgment and advice.
What is Active Listening?
The daughter of a snowed-in 89-year old was concerned he wouldn't have enough food for the weather. She called around and learned that Trader Joe's doesn't deliver, but it would in this special instance. They took her order and suggested other items that might fit the elderly man's special low-sodium diet.
She ordered around $50 worth of food and, with season's greetings, was told that she didn't need to pay for it.
The food was delivered within 30 minutes and the holidays were saved for one elderly man and his family.
What is going beyond normal duties to offer an excellent customer service experience?
Understand the client's need(s) and resolve issues as quickly as possible while maintaining excellent service skills.
How to cool the hottest client?