Problem Solving
When faced with a customer issue, what is a fundamental step in effective problem-solving?
A) What is blaming the customer for the problem
B) What is ignoring the issue and hoping the issue resolves itself
C) What is acknowledging the problem and actively seeking a solution
D) What is defending the company's policies without considering the customer's perspective
C) What is acknowledging the problem and actively seeking a solution?
If a customer is angry and engage in aggressive communication, what should you do?
A) What is become aggressive and defensive ?
B) What is ignore the customer?
C) What is remain calm and try to understand the customer's issue?
D) What is call the police?
C) What is remain calm and try to understand the customer's issue?
Customers are most likely to return again if they receive this type of service.
What is positive or good Customer Service?
The code of ethical behavior regarding professional practice or action among the members of a profession in their dealings with each other.
What is Etiquette?
Great customer service is aimed at both these...
What are needs and wants?
When working with a web-based or chat-based case that requires escalation, what is essential.
What is good case documentation (Case notes).
If a customer is irate and verbally abusive
What is be firm and let the customer know if it continues, you will end the conversation.
In Customer Service, you should ____more than talk.
What is listen?
When you are getting a phone call from a customer. What should you do?
A) What is Let it ring
B) What is Excuse yourself from whatever you’re doing and answer; unless on a chat. Then, Multi-task.
C) What is Answer and continue doing whatever you were doing before
D. Give the call your undivided attention.
B) What is Excuse yourself from whatever you’re doing and answer; unless on a chat. Then, Multi-task.
Hearing the same problems and issues repeatedly, you may start to develop shortcuts. It is important to avoid this.
What is jumping to conclusions?
When faced with a customer complaining about a problem your department does not have access to resolve which of the following is the correct choice of action.
A)What is yell at the customers?
B) What is have the customer wait?
C) What is escalate appropriately to gain help to deal with customer's issue?
D) What is make-up the answer to their problems?
C. What is escalate appropriately to gain help to deal with customer's issue?
The term for maintaining self-control and a calm attitude in high-pressure scenarios.
When managing customer interactions, which action is a key component of providing excellent service?
A) Responding slowly.
B) Responding promptly with a friendly and helpful attitude.
C)Expedite the conversation.
What is responding promptly with a friendly and helpful attitude?
When you are on the phone, you should have this tone.
What is steady and polite?
Train yourself to ask follow-up questions and listen for
What is unstated needs?
When addressing a challenge in the workplace, what is a constructive approach to problem-solving?
A) What is passing the responsibility to a team member?
B) What is ignoring the issue to maintain a stress-free environment?
C) What is reacting emotionally without considering alternatives?
D) What is collaborating with colleagues to find a solution and consulting internal resources?
D) What is collaborating with colleagues to find a solution and consulting internal resources?
When customers contact us, we should
What is be attentive?
The art of understanding and acknowledging a customers feeelings and needs, before finding a solution.
What is empathy?
This should always be asked before thanking the customer for calling.
Was there anything else I can help you with, or did I answer all of your questions?
___________Customer Service is just as important as External Customer Service.
What is Internal?
What is CSAT Scores or What is Case Metrics?
Formal or informal, continuous learning is imperative for professional growth and advancement. ____are examples of helpful resources.
What is Performance reviews or key job metrics or Training Resources.
Series of activities designed to enhance the level of Customer satisfaction in the feeling that a product or service has met the customer's expectation.
What is Customer Service?
This type of Mindset is needed for great phone Customer Service.
What is Growth Mindset?
There is a common service mindset that prioritizes speed and numbers over true customer service and satisfaction. Avoiding this pitfall means striving to _____ all of your customers’ issues, not just the obvious ones.
What is resolve?