Customer First
What’s the very first thing you should do when answering a customer’s call?
What is greet them warmly and introduce yourself.
What does “claim” mean?
What is A request for payment under an insurance policy.
What’s one thing you should always do before putting a customer on hold?
What is Ask for permission.
What fast-food chain is known for saying “My pleasure” instead of “You’re welcome”?
Who is Chick-fil-A.
What year did Alex Trebek first host Jeopardy?
When it was 1984.
True or False – It’s okay to interrupt a customer if you already know the answer.
What is False
What does “ACV” stand for?
What is Actual Cash Value.
What tone should you avoid when writing customer emails?
What is Sarcasm or overly casual tone.
Which online company is famous for its “customer obsession” culture?
Amazon
How many colors are there in the rainbow?
What is Seven
What is one simple phrase that shows empathy to an upset customer
What is I understand how frustrating this must be for you.
Name one common reason a claim might be denied.
What is No coverage, late reporting, or excluded loss.
True or False – Using jargon helps customers feel more confident.
What is false.
This hotel chain is known for empowering employees to spend up to $2,000 to fix a guest’s problem.
Who is Ritz-Carlton.
In what sport would you perform a slam dunk?
What is Basketball.
What’s the most important skill for showing you truly understand the customer?
What is Active listening
What’s the difference between liability coverage and comprehensive coverage?
What is Liability covers others’ losses you cause; comprehensive covers damage to your vehicle from non-collision events.
If you don’t know the answer to a customer’s question, what should you do?
What is be honest, find the answer, and follow up promptly.
Who is the famous talk-show host known for the “You get a car!” giveaway moment?
Oprah Winfrey.
What is the tallest animal in the world?
What is a Giraffe.
What is the “Golden Rule” of customer service?
What is Treat customers the way you’d want to be treated.
Scenario: A customer says their claim was denied, and they’re furious. What should you do first?
What is Listen, remain calm, and explain the reason clearly with empathy.
What’s the best way to de-escalate a heated conversation?
What is stay calm, acknowledge their frustration, and focus on solutions.
Name one company that consistently ranks among the top in customer satisfaction surveys.
Apple, Nordstrom, or USAA
What’s the only food that never spoils?
What is Honey