Empathy
Service Recovery
Customers/Users
Professionalism
Feedback
100
The ability to identify with and understand someone else’s feelings and difficulties.
What is Empathy
100
a focused effort by a service provider to return aggrieved customers to a state of satisfaction after a service or product breakdown
What is Service Recovery
100
They use acronyms, technical terms, and jargon
Who are Technical Customers
100
Feelings of unimportance Disrespect for management Lack of monetary compensation
What are Leading Causes for People to Be Lazy on the Job.
100
How your people respond to customer questions, problems, product reviews, rants or kudos.
What is litmus test of service quality?
200
Expressing remorse for something.
What is an Apology
200
These have recovery expectations
What are Customers?
200
Physical Movements Visual Comprehension Levels Inanimate Accompaniment (like a hearing aid, cane, or wheelchair)
Who are Disabled customers?
200
Regarding this, Intent and specific words do not matter. Interpretation does.
What is sexual harsment.
200
A place for your customers to address questions, concerns. A liaison to the online community
What is a Digital Embassy?
300
Their feelings must matter more than yours.
Who are Customers?
300
Customers react more strongly to “_______” failures than to “________” mistakes.
What are fairness, and honest
300
They,do their own research
Who are Todays Customers?
300
Sports Politics Religion Jokes, sexuality, drinking
What are Subjects to be avoided in the workplace.
300
This, is more likely to spread virully on the internet.
What is a negative customer service story?
400
Should be trated as customers
Who are managers?
400
Lack of Information, Expertise, Freedom, Recourse.
What are things that make customers feel Vulnerable.
400
They are frustrated They are culturally different
What are Two reasons people are rude
400
language used in a trade or field
What is Jargon?
400
Work to respond promptly Avoid excuses Never, ever lose your head
What are ways to respond to negative feedback.
500
Apologize to these when you’ve made an egregious mistake.
Who are Co-Workers
500
It is psychological as well as physical: fix the person, then the problem.
What is Successful recovery?
500
Tell the person you’ll help Resolve the Issue Use a passive voice Use a pleasant tone
What are ways to diffues an angry customer.
500
This,breaks complicated words down and can cause confusion and be unprofessional.
What is Slang
500
84% of Americans say that these affect their purchasing decisions
What are Online Reviews.
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