Customer Service Ethics
_____ are not interruptions but the reason for our work, individuals with names and feelings, people we should not argue with, the reason we have a job, not always right but they are always the CUSTOMER.
Customers
Accept responsibility and take ownership of any ____ regardless of who made them.
Error/Mistake
A situation in which a person faces a difficult choice between two or more options, both of which have undesirable outcomes
Dilemma
Explain to the customer that you want to help but you need to _____ the problem.
Understand
Customers are likely to _____ when services don’t meet expectations.
Complain
Never represent the agency in a ____ or ____ manner.
Negative;Bitter
Protection of clients' personal information is called...
Data Protection
Using _____ language won’t help and will only delay you getting to the problem of the situation.
Abusive
Degree of caring and individual attention you show to customers.
Empathy
What is an attitude of “ I just don’t care”?
Apathy
This idea focuses on policies instead of people. It refuses creative thinking or using sound judgement to solve unique problems.
Standard Operating Procedures
Listening is a _____________________ behavior.
Learned
The word “I can’t” should be replaced with _____
This is what I can do
What is trying to quickly release a customer by discounting his/her problems with irrelevant procedures or by refusing to help before break/lunch/end of shift?
Brush Off
Putting yourself in the position of the customer to better understand how he/she might feel in a situation is ...
Empathizing
What is asking questions that require an explanation?
Open Ended Questions
What does promising something you cannot deliver on create?
Irate Caller
What is any kind of chilly, unfriendly attitude that sends a message to the customer that he/she is only a nuisance?
Coldness
Assessing a situation in which the resolution goes again your moral standards is called ___________
Identifying an ethical dilemma
What are questions that require simple, often one-word answers?
Closed Ended Questions