First/Last Impressions
Rules
Best Practices
Real Life Scenarios
What is Customer Service?

100

A good first impression is created with this greeting

 "Hello, good morning, good afternoon, I'm XXX, how can I help? "

100

Your customers issues/questions should always be this

What is "top priority"

100

This means to go above and beyond to meet a persons/customers needs

What is "Excellent Customer Service"

100

Your customer looks confused when they walk in the door....

 "Good morning, How can I help?"

100

To find out how to make a customer feel satisfied, you can do this

What is "find out a customer's need"

200

You always _________ at the customer

Smile

200

All employees should commit to leaving this at the door

What is their own personal "challenges"

200

The feeling the customer has when their needs have been met.

What is "Customer Satisfaction?"

200

Mary is sitting in the waiting area complaining how long she's waited. 

"Hi Mary, I'm sorry it's taking a while. l'll find out where we're up to and get back to in you 5 minutes."

200

The more customers are satisfied the more they will do this.

What is "tell other people about your company in a positive way"

300

It takes about ___ seconds for someone to make an impression

What is "7"

300

To understand the customer, the most important thing you must learn to do is

What is "listen"

300

Customers will always choose a product/service because of these.

What is "people"

300

You see your co-worker going above and beyond providing good customer service, you do this.

Listen and learn. Praise you colleague for what you saw.

300

Going the extra ....., will impress your customers 

 "Mile"

400

You always want to have a good________ when talking to customers?

What is "attitude"

400

You should never _______ with a customer

What is "argue"

400

It is this person's job to provide customer service.

What is "everyone"

400

A customer is upset because they thought you were rude (you are having a rough day).  You should...

say "I'm really sorry, I didn't mean to appear rude. how can I help" Be present and helpful throughout the rest of the encounter

400

It's important to make a customer feel _________ when they are talking to you.

 "listened to/understood"

500

______________ is your customer

What is "everyone"

500

This is the wrong answer when your customer asks you a question

What is "I don't know"

500

Always treat the customers like this.

What is "the way you'd like to be treated"

500

Mary is complaining she wasn't told her service was due. You can see a call has been missed. 

"I'm really sorry we haven't called you. We'll make time for you to come in. When is most convenient for you?"

500

The goal of working at Mercedes-Benz is to make customers feel ... 

Feel valued and appreciated