Basis Keyboarding Skills
Defining Customer Service
Handling Difficult Customers
Customer Loyalty
Telephone Ethics
100

The home keys are

Asdf jkl;

100
You are likely to keep a customer if they have had this type of experience?
What is positive?
100
A handful of volatile customer is known as
What is difficult customer?
100
__________ is an emotional rather than a rational thing.
What is customer loyalty?
100

Call Opening includes

Greeting, your and Company name

200

To make a capital you must push the

Shift key

200

The customer expects this type of service.

What is friendly?

200

The toughest rule for distributor salespeople to accept

What is never argue with your customers?

200
_______ is a major concern for the customers
What is trust?
200

In case a caller is using Unprofessional or Profane language, how many warnings need to be given before disconnecting the call?

3

300

I type the wrong letter I can use the _________ key to take it away.

Delete key

300

Great customer service is aimed at customers....

What is needs & wants?

300
Let the customer know that you trust him enough to do what is fair and right.
What is appeal to your customer's sense of fair play?
300
An important step often overlooked in dealing with customers.
What is follow-up
300

To pacify the customer we

Empathize with the Customer

400

To type a $ sign  you must type

The shift key and the 4 key

400

These stores often have a desk or counter devoted to dealing with returns, exchanges, and complaints.

What is retail stores?

400
There is an underlying message to your customers complaint
What is listen between the lines?
400
An effective way of handling complaints.
What is act on feedback immediately?
400

What needs to be informed to a caller before transferring a call?

Ask permission to place caller on hold

Refresh hold if it is taking long

Thank him for being on hold



500

When using the space bar I must hit it with my

Thumb

500
Customers prefer to shop where they have enthusiatic customer service representative that are _______.
What is educated?
500
Tell the customer what you can do
What is never say "That's against company policy"?
500
A good way to personalize your relationship with a customer.
What is using a customer's name?
500

If a member calls in and their phone number does not auto populate, how do you locate the member

Search by Telephone Number

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