Problem Solving
What must you demonstrate when handling an irate customer?
Patience/Empathy.
Which customer service skill helps drive sales?
Knowing your product/service/business and being persuasive.
What is the most effective way to respond when a customer says, "It's too expensive"?
Respond by acknowledging their concern, and reframing the value to the focus on the benefits of purchasing that particular product.
What is the definition of outstanding customer service?
Giving the guests more than what they expect.
What steps should be taken to identify the root cause of an issue?
Listen, acknowledge, empathize, and ask discovery questions.
What are common practices for providing excellent customer service?
Active listening, clear communication, empathy, urgency, and personalized service.
What role does active listening play in overcoming objections?
Active listening helps you understand the objection fully, show empathy, build rapport, and tailor your response in a way that addresses the customer’s concerns.
True/ False - Customer Satisfaction happens after the customer receives the service.
True
What must happen before you can effectively provide appropriate solutions for customers' complaints?
Listen, make sure you understand the problem, and then you can evaluate your options and offer the best solution.
What is empathy?
The ability to understand another person’s emotions and to understand their point of view.
How do you overcome the objection?
Educate, Elaborate, Empathize. More listening than talking. Use your knowledge of whatever you're selling to help explain the value.
What is the result of Customer Satisfaction?
Customer loyalty/return customers, good reviews, earn recognition from management.
How do you handle situations when the solution to a problem is not immediately obvious?
Apologize for not having the answer, inform the customer that you'll have to ask your coworker/ supervisor, and thank them for their patience.
What is the importance of Customer Service skills?
They directly impact customer satisfaction, loyalty, and revenue.
How can you turn a customer's objection into an opportunity to highlight additional value?
By acknowledging the objection, asking follow-up questions, and highlighting the additional value your product offers, you can not only address the concern but also enhance the customer’s understanding of how your solution best fits their needs.
What is Customer Service?
The assistance and support provided by an employee or company to those who purchase or use its products or services. Always ensuring that the customer's needs are met.