Customer Service
_____ are not interruptions but the reason for our work, individuals with names and feelings, people we should not argue with.
Customers
We should accept responsibility and take ownership of any ____ regardless of who made them.
Error/Mistake
What is a quality/trait that patronizes the customer or implies that the service agent is smug, conceited or better than the customer?
Arrogance
Explain to the customer that you want to help but you need to _____ the problem.
Understand/look into
Customers are likely to _____ when services don’t meet expectations.
Complain/Leave
Never represent the Company in a ____ or ____ manner.
Negative; Disparaging
True or False: Empathy and patience are important but not really required customer service skills
Using _____ language won’t help and will only delay you getting to the problem of the situation.
Abusive
We should realize the customer is upset at the ____ and not at us personally.
SITUATION
Effective customer service skills involve:
a) Providing _________ solutions to meet individual customer requirements
SPECIFIC/TAILORED/DETAILED
Having a ____________ attitude will avoid having a _______________ customer experience.
i) POSITIVE
ii) NEGATIVE
Listening is a _____________________ behavior.
Learned