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Customer Service Skills
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Customer Service Skills

Customer Service Skills

Customer Service Skills

Customer Service Skills
100

What is forming a relationship with customers – a relationship that the individual customer feels that he would like to pursue.

Customer Service

100

knowledge and courtesy you show to customers, and ability to convey trust

Assurance

100

Not just the paying customer but also anyone who receives the benefit of the goods and services you offer.

EXTERNAL CUSTOMERS

100

If you deal with customers on a daily basis, be sure to stay ........ when they come to you stumped and frustrated,

patient

100

"I want to be sure I don't miss any details, I may need to pause to make notes. Would that be ok?"

attentive listening

200

´Doing ordinary things extraordinary well.

´Going beyond what is expected.

´Adding value to every interaction.

´Being at your best with every customer.

´Discovering new ways to delight.

´Taking care of your customers like you would take care of your loved ones.

What is The Essence of Customer Service

200

What builds a bond that keeps customers coming back time and time again?

Exceptional customer service

200

It includes a person’s looks and actions, including general grooming and cleanliness, clothing, voice tone, attitude, body language and posture.

First Impressions

200

The ability to really listen to customers is so crucial for providing great service.

Attentiveness

200

"That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches."

Positive language:

300

What do customers expect?

A TREAT

300

Treat every customer as if they sign what?

your pay checks 

300

being honest, doing the right thing, and being accountable for your actions.

Being ethical

300

What is a very important part of persuasion?

Positive Language

300

maintaining your usual upbeat persona in spite of dealing with people who may be just plain grumpy.

Acting Skills

400

degree of caring and individual attention you show to customers

Empathy

400

The transition from ordinary to extraordinary performance happens through

A Culture of commitment

400

 “I can hear that you are upset, and I want to help. Will you explain your concern to me please?” 

 What is diffusing angry customer

400

"I can't get you that product until next month; it is back-ordered and unavailable at this time."

  Negative language:

400

To be concerned with getting customers what they want in an efficient manner.

Time Management Skills

500

“I can completely relate to it. It’s always a bad experience when something like this happens. We’re sorry for that and we hope this is never repeated again.”

what is empathy

500

It's not personal -Stay calm, apologize, be empathetic, let them vent, stay firm, propose a solution. 

What is how to handle an angry customer

500

This skill is essential because you don't want to mis-read a customer and end up losing them due to confusion and miscommunication.

Ability to "Read" Customers

500

To truly take your customer service skills to the next level, you need to have what ?

Persuasion Skills

500

End the interaction with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).

Closing Ability

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