Professionalism in Customer Service
A customer's perception of professionalism is heavily influenced by what of your speech? 1) Clarity 2) Professionalism 3) Both
3) Both
You can meet every other facet of professionalism, but if you don't honor your ________ and _________, none of it will matter. 1) Self and the Customer 2) Self and Owens Corning 3) Commitments and get your job done.
3) Commitments and get your job done.
Before you start working with a customer, clear what should be set? 1) Expectations 2) Methods of Communication 3) Timelines 4) Roles and Responsibilities 5) All of Above
5) All of Above.
Be sure to prioritize the tasks that need to be done in order of _______? 1) When they come in 2) Importance 3) Who asks
2) Importance
When should you ask a customer their name? 1) At the end of the call 2) After they have already given you their name 3) Never 4) At the beginning of the call
4) At the beginning of the call
You should always wear clothes that are? 1) Business professional 2) Fit your role and company culture
2) Fit your role and company culture
Doing what is a way to show you're invested enough to pay attention and shows ultimate professionalism at work? 1) Your job the fastest 2) Your job the best 3) Taking notes during meetings 4) Asking relevant questions 5) 3 and 4
5) 3 and 4
It is important to do what, when working with a customer request? 1) Answer right away, whether you know the answer or not 2) Let them wait until you find the answer 3) Acknowledge their message and work to find the best solution
3) Acknowledge their message and work to find the best solution
Professionalism shows itself when being totally _____ with every customer? 1) Direct 2) Kind 3) Honest 4) Deceptive
3) Honest
Professionalism is determined by all of the following except 1) Communication 2) Competence 3) Image 4) Organization
4) Organization
Customers want to feel like they can what? We can do this by speaking in a polite tone. 1) Trust Owens Corning 2) Love Owens Corning 3) Respect Owens Corning 4) Admire Owens Corning
1) Trust Owens Corning
Workplace what is important to learn when starting a new position? 1) Social cues 2) Cultural Norms 3) Hours of operation
2) Cultural Norms
Examples: Dress Code, Meetings Requests, etc.
One of the most important skills in client contacting is what? 1) Being Kind 2) Being Informed 3) Listening 4) Talking
3) Listening
Professionalism can be show by putting yourself ______? 1) First 2) Last 3) In the customer's shoes 4) Out of Office
3) In the customer's shoes
What is the best way to plan your workday? 1) Provide updates when the customer asks 2)Starting them at the end of the day 3) Prioritize tasks by complexity and impact 4) Waiting for the best time to complete them
3) Prioritize tasks by complexity and impact
Customers often associate professionalism with the ______ of customer service? 1) Thoughtfulness 2) Kindness 3) Speed
3) Speed
Never do what in reference to social media and work? 1) Follow Owens Corning on Facebook 2) Share Owens Corning's Posts 3) Post a picture with coworkers having fun 4) Post a negative comment about a boss or workplace
4) Post a negative comment about a boss or workplace
The ultimate way to demonstrate professionalism is to deliver what to your client/customer? 1) Quality 2) Value 3) Empathy 4) All of Above 5) 1 and 2
5) 1 and 2
In professionalism, it is always important to ________? 1) Be the fastest and best 2) Tell the customer what they want to hear 3) Learn from mistakes and continue moving forward
3) Learn from mistakes and continue moving forward
Clarity means what when you are on the phone? 1) Using jargon 2) Taking a pause to think of what you will say next 3) Speaking over the customer 4) Not enunciating your words
2) Taking a pause to think of what you will say next
One way to stand out professionally as a CSS is what? 1) Be the Best 2) Never say no 3) Learn as much as you can about Owens Corning and our products
3) Learn as much as you can about Owens Corning and our products
Office Politics can be unavoidable at times. Its important to 1) Find common ground 2) Don't try to make other's look bad 3) Be mindful of your place in company structure 4) Prioritize company success over personal wins 5) All Above
5) All Above
Another huge sign of professionalism in client contact is seeking what? 1) Feedback 2) Improvement 3) Praise 4) All of Above 5) 1 and 2
5) 1 and 2
Being ________ vs ___________ demonstrates professionalism in customer service? 1) Reactive/Proactive 2) Proactive/Reactive
2) Proactive/Reactive
If you want to become a leader on a team, you should 1) Take control and make decisions 2) Hold frequent meetings 3) Present a good example with hard work 4) Define a team identity
3) Present a good example with hard work