Customer Service
What does the term "Walk a mile in their shoes" show?
Empathy
What is an example of how to greet a donor calling CSL
"Thank you for calling CSL this is....How may I help you"
A Donor is aggravated and is speaking to you in a disrespectful manner, how should you respond professionally?
1. Remain calm and neutral
2. Address what the Donor is feeling (frustration, anger, fear)
3. Deescalate the situation by reminding the donor of respectful communication and engage in problem solving
What is a positive alternative to "I can't"
"Let me see what i can do"
Tell us about your most recent personal or business connection you made with a customer
:)
What is the key benefit of providing excellent customer service?
Increased donor loyalty and retention
What is a phrase you can use to show sincere interest?
-"I'd be glad to assist"
-"I'm happy to help"
-"My pleasure"
-"I'd love to"
A Donor is complaining about all the paperwork they have to complete, you respond annoyed "Well, if you want to be in this program, this is what we're asking you to complete" How should the Donor be addressed?
Pause and be mindful of your emotional state, so you can respond in a calm, neutral tone. Acknowledge the donor's frustration and remind the donor of the importance of the documents they are completing.
What is a positive alternative to "I don't know"
"Great question I'll find out"
How much do donors get paid per visit
-690ml: $35, $50
-825ml: $47, $65
-880ml: $50, $65
What is the most important skill for handling donor complaints effectively?
Active Listening
What is an example of a word we can use that will strengthen our empathy statement and describe how our Donor is feeling
-Frustrating
-Stressful
-Exciting
-Concerning
A donor comes in confused about where they should be in their donation process
-Ask if they're a new or returning donor
-Check the donation queue
-Refer the donor to the area they're supposed to be
What is a positive alternative to "sorry"
"Thank you"
"I appreciate..."
CSL stands for this.
What is Commonwealth Serum Laboratories.
What can an individual do to turn a negative experience into a positive one?
By offering a sincere apology and a solution to the problem.
What is a common phrase used to express empathy to a frustrated customer?
What is "I understand how you feel"?
A Donor is asking for resources that is not in your immediate reach.
-Ensure them that you will be back with the item shortly
-Seek assistance to provide the needed resource as quickly as possible
What is a positive alternative to "Calm down"
"I understand why you feel that way"
CSL Plasma is a division of ______, whose parent company is _____.
What are CSL Behring and CSL Limited.
What does it mean for an individual to have emotional intelligence?
The ability to understand and manage their own emotions and the emotions of others.
How would you apply this method
CARP
Confirm, Ask, Respond, and Propose solutions.
Confirm: "I understand you're upset and experiencing bleeding. Is that right?"
Ask: "Can you describe how the bleeding started and how you're feeling right now?"
Respond: "I’m sorry this is happening. We’ll address it immediately."
Propose Solutions: "Let’s get you some immediate care and make sure you're comfortable. We can also discuss how to prevent this in the future."
A donor doubts your knowledge in your field, what should you do?
-Limit words like "um" "not sure"
-Give clear explanations-
-Exhibit confidence
-"This is my first time"
What is a positive alternative to "that's not our fault"
"I Apologize for the frustrating situation"
CSL Plasma headquarters is located in the city.
What is Boca Raton, FL.