Beginning to End
__________ are what you offer to customers. _____________ is how well you help a customer regarding any aspect of using the services you offer.
What is Services/Service?
Empathy is the ability to__________
(Fill in the blank)
“walk a mile in someone else’s shoes”
You are likely to keep a customer if they have had this type of experience?
What is Positive?
Conducting customer _________ is a good way to find out if customers were satisfied with their service.
What are Surveys?
M&M experiences stands for.
(no not chocolate)
What is Memorable and Meaningful experience?
Comprehending your customer's needs
What is Understanding?
State a phrase that conveys Empathy
•“I can understand how frustrating it is when…”
•“I realize how complicated it is to…”
•“I imagine how upsetting it is to…”
•“I know how confusing it must be when…”
•“I’m so sorry to hear that…”
•“If I were in your position, I would feel the same way.”
•“That would frustrate me, too.”
•“I would be asking the same questions as you are.”
•“You are totally right.”
•“I can see how that would be difficult”
Delivering exceptional service requires that you continually look for ways to _______ client ______
What is Exceed/Expectations?
When your phone rings, you should always__________.
What is Answer Your Phone?
CX day is to show __________ to our clients!
What is Appreciation?
Don’t make ______ about what the customer is telling you – actively listen!
What is Assumptions?
** Daily Double!**
1. Why: Always ask why to understand.
2. ______: Just show people you understand their point. You don’t have to AGREE, just show you understand their side. Empathy.
3. Bridge: Any reason the other person could understand and why they should leave behind what they believe and believe you.
4. Agreement: Agreement that they are ready to talk about the facts.
5. ___: Bottom line – These are the answers!
(Fill in the Blank)
2. Acknowledge
5. Facts
A person that gathers information and looks at it in an organized manner in an effort to solve a problem is an _____________.
What is an Analytical Thinker?
Customer's love to be _____ loud and clear.
What is Heard?
This is matching your customer's tone and pace
What is mirroring your customer?
Allow them to ‘__ __ __ __'
When the customer is angry, allow them to vent without interruption. Use this time to figure out what you can do to fix their issue.
What is ' Get it all out'?
An important step often overlooked in dealing with customers.
What is Follow-up?
Effective __________ to clients is important because it establishes and maintains trust between the client and the business
What is Communication?
The customer expects this type of service.
What is Friendly?
Telling your clients that you enjoy working with them
What is Appreciation?
E- Emotionally Intelligent
M - _____ ________
P - Peace Building
A - Accessing your emotions
T - Trust Buidling
H - ____ _____
Y - Your path to connection
(Fill in the Blank)
What are:
M - Meaningful Relationships
H - Healthy Attitude
You know you are ABLE when you demonstrate credibility and gain client confidence by exhibiting a high quality of ________ and ______. Treat client’s in a courteous, _____, and friendly manner.
What is Knowledge/Skill/Efficient?
These are all part of ___ ______ skills.
1.Stay Focused
2.Really Listen
3.Allow for Periods of Silence
4.Paraphrase
5.Understand the Emotions Behind the Words
What are Active Listening skills?
Customer service is _____
Customer experience is ______.
What is reactive and proactive?