CUSTOMER SERVICE BASICS
WHAT IS DEFINTION OF CUSTOMER SERVICE?
SUPPORT BEFORE,DURING AND AFTER A PURCHASE
WHAT DOES ETHICS IN CUSTOMER SERVICE MEAN?
DOING THE RIGHT THING
WHICH COMMUNICATION STYLE AVOIDS CONFLICT ?
PASSIVE
WHAT IS RAPPORT?
A POSITIVE TRUSTING CONNECTION
WHAT IS ONE PROFESSIONAL VERBAL SKILL WHEN SPEAKING ON THE PHONE?
SPEAK CLEARLY,USE POLITE LANGUAGE, AVOID SLANF
NAME 2 EXAMPLES OF CUSTOMER SERVICE
ANSWRING QUESTIONS,SOLVE PROBLEMS, ENSURE SATISFACTION
HOW DO YOU BALANCD EMPATHY WITH RULES?
EXPLAIN THE RETURN POLICY WHILE SHOWING EMPATHY
WHICH COMMUNICATION STYLE IS LOUD, DEMNDING, AND CONTROLLING?
AGGRESSIVE
WHAT IS ONE NON VERBL CUE THAT HELPS BUILD RAPPORT/
EYE CONTACT,POSTURE, FACIAL EXPRESSION, TONE
NAME A POSITVE ATTITUDE NEEDED IN CUSTOMER SERVICE
PATIENCE, COURTESY, RESPECT
WHAT ARE 2 QUALITIES OF GOOD CUSTOMER SERVICE?
PATIENCE, EMPATHY, COMMUNICATION, PROFESSIONALISM
WHY MIGHT DOING THE RIGHT THING BE DIFFICULT IN CUSTOMER SERVICE?
RULES CONFLICT WITH CUSTOMER NEEDS OR EMOTIONS
WHICH STYLE IS INDIRECT AND SARCASTIC?
PASSIVE-AGGRESSIVE
WHAT IS MIRRORING IN COMMUNICATION?
MATCHING TONE AND BODY LANGUAGE
WHAT DETAILS SHOULD BE RECORDED WHEN TAKING A MESSAGE?
RECORD NAME, CONTACT INFO, TIME/DATE REASON FOR CALL
WHY IS FOLLOWING COMPANY POLICY IMPORTANT IN CUSTOMER SERVICE?
ENSURES CONSISTENCY, FAIRNESS, PROTSTS COMPANY LEGALLY
HOW CAN ETHICS PROTECT A COMPANY'S REPUTATION?
BY BUILDING LONG TERM TRUST
WHICH STYLE IS CLEAR,RESPECTFUL, AND CONFIDENT?
ASSERTIVE
WHAT IS A TECHNIQUE FOR BUILDING RAPPORT WITH A CUSTOMER?
SMILE, GREET WARMLY,USE NAMES, ASK OPEN ENDED QUESTIONS
HOW MANY RINGS SHOULD YOU ANSWER A PHONE IN?
3
HOW DOES CUSTOMER SERVICE IMPACT CUSTOMER SATISFSCTION AND LOYALTY?
BUILDS TRUST,SATISIFACTION, LOYALTY
WHAT IS A SITUATION WHERE ETHICS AND CUSTOMER NEEDS MIGHT CONFLICT?
A CUSTOMER WANTS A REFUND OUTSIDE OF POLICY
WHY IS ASSERTIVE CONSIDERED THE MOST EFFECTIVE?
IT IS BALANCED WITH RESPECT, CLARITY AND CONFIDENCE
WHY IS EMPATHY IMPORTANT IN BUILDING RAPPORT?
SHOWS UNDERSTANDING AND BUILDS CUSTOMER TRUST!
HOW DO YLOU END A BUSINESS CALL PROFESSIONALLY?
POLITELY,THANKING CALLER, IDENTIFY YLURSELF/COMPANY