Goals of Customer Service
A.S.A.P
Hold etiquette
Customer Service Skills
100

1. Getting the Customers the Service the need by

What is taking care of customers problems in a timely manner?
100

The 1st A in ASAP, “I’m Sorry!” is a mandatory response in this situation. 

What is Apologize Sincerely?
100

Do greet the caller....

What is Politely?
100
If you deal with customers on a daily basis be sure to stay.... 
What is Patient?
200

Keeping calls as short as possible _______________ ___________ the quality of service.

What is without compromising? 
200
The S in ASAP: Getting the Customer to realize that you're on their team. 


Daily Double

What is Sypmathize?
200

Do wait for a ________ in the conversation to tell them you are going to put them on hold.

What is Pause?
200
To Truly take your customer service skills to the next level you need this.
What is Persuasion Skills?
300
You should only provide information if ? 
What is you sure its 100% correct?
300

The 2nd A in ASAP: As the ambassador of Crown Heating and Cooling, you ______ ________ for the customer’s unhappiness. 

What is Accept Responsibility?
300
You should always do this when putting someone on hold.
What is thank?
300
The ability to really listen to the customers.


Daily Double

What is Attentiveness?
400

Pause to think of a Solution before?

What is take action?
400

The P in ASAP: “Emotional” fixes are often the most important element.

What is Prepare to help?
400

Take the person's phone number and call them back if you will be more than _______away from the phone or you need to put them on hold again

What is 60 seconds or 1 minute?
400
When you have important points that you need to relay clearly to the customer, you are using what?
What is Clear Communication?
500
Getting the right tech on the right job with the least amount of drive time. 
What is Logistics?
500
A.S.A.P is used for? 
What is upset customers?
500
The customer hears..
What is Silence?
500
 What language can greatly affect how the customer hears your response?
What is using Positive language?
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