Customer Service Basics
This skill involves understanding and sharing the feelings of another person.
What is empathy?
"Good afternoon, [Customer's Name]. Thank you for calling [Company Name]. How can I assist you today?"
What is the greeting?
Suggesting a customer purchase a matching accessory, such as a belt with a pair of pants, is an example of this.
What is cross-selling?
This type of communication involves body language, facial expressions, and gestures.
What is non-verbal communication?
This technique involves acknowledging a customer's feelings and concerns before addressing their issue.
What is validation?
The practice of focusing and paying attention to what the customer is saying.
What is active listening?
Can you please provide your account number or email address associated with your account?
What is identification?
This strategy involves recommending a higher quantity of the product the customer is buying, such as a bulk purchase.
What is upselling?
This part of the voice that conveys emotions and attitudes.
What is tone?
When a customer is angry, this approach involves staying calm and not taking their frustration personally.
What is maintaining composure?
This term describes the process of finding a solution to a customer's problem or complaint.
What is problem-solving?
Can you provide more details about the issue you're facing?
What is clarification?
The practice of rephrasing what the customer has said to confirm understanding.
What is paraphrasing?
This strategy involves offering multiple solutions to a customer's problem, allowing them to choose the best option.
What is providing alternatives?
The phrase used to describe the first impression a customer has of a business, often influenced by the initial interaction.
What is the customer experience?
Does this solution work for you? Is there anything else I can assist you with?
What is confirmation?
Clear articulation and pronunciation are essential for effective communication.
What is clarity?
The practice of following up with a customer after resolving their issue to ensure their satisfaction.
What is post-resolution follow-up?
Studies say that you only have _______ seconds to make a first impression.
What is seven?
Thank you for calling [Company Name]. Have a great day!
What is the closing?
This skill involves asking questions to gather more information and better understand the customer's needs.
What are probing questions?
This term describes the act of apologizing to a customer for any inconvenience they have experienced, even if the issue was not your fault.
What is taking responsibility?