Customer Service
What is customer service?
Customer service is the act of providing high quality service to our customers in a positive and professional manner.
What are the five keys to customer satisfaction?
Listen, Patience, Creativity, Communication, and Friendliness
What are 2 of the 4 most common complaints from customers?
Time, Cost, Better service from a competitor, Unmatched expectations
What tone should you use when speaking to a customer?
Positive tone
What is Idealistic service?
Idealistic is what we perceive as the perfect way for something to be done.
What is the most important customer service skill?
Empathy
What are the key factors to help you be creative?
Be positive, totally involved, and take responsibility.
What should you always be working towards with an upset customer?
Working towards a solution
What technique is good to use when speaking to a customer?
Mirror Technique
What is Realistic service?
Presenting customer service and option to a customer that feel genuine.
What is Empathy?
The ability to understand and share the feelings of another.
What are two quick verbal responses that show the customer you are engaged?
“I understand” or “I see”
What are 3 positive vocabulary words from the presentation ?
Definitely, Surely, Absolutely, Gladly, Certainly, Fantastic, Great, Good, Terrific, Will, Assure, Understand.
What should you do before speaking?
Listen
What does it mean to be professional?
Being professional means being pleasant and polite when speaking with anyone while at the workplace. It also includes the way you present yourself and the quality of the work you do on a daily basis.
What should you do if you cannot answer the customer’s question?
Ask for help. Continue to try and find the solution. Never tell the customer you do not know.
What should you always do to make the customer feel important?
Use their name
What should you never do when speaking to an upset customer?
Tell them their isn’t anything you can do / Hang up
When speaking to a customer, what are the three keys to maintain?
Speak clear, slowly, and precise.
What is customer satisfaction?
Customer Satisfaction is meeting and exceeding our customer’s needs and expectations.
Who are our customers?
Anyone who calls into the Call Center. This can be someone internal or external.
What percentage of customers consider switching companies after one instance of poor service?
33%
What are 3 negative vocabulary words from the presentation?
Awful, Horrible, Terrible, Bad, No, Never, Dumb, Rude
What is communication?
The imparting or exchanging of information or news
What is a service complaint?
A complaint is anytime a customer whether internal or external, is not satisfied with the service they received.