Customer Service Lingo
This three-letter acronym stands for “Frequently Asked Questions.”
What is FAQ?
Complete this phrase: "The customer is always..."
What is right?
You should avoid this tone when responding to customer complaints.
What is defensive?
This Asian country is famous for bowing as a form of respect in customer service.
What is Japan?
This cartoon sponge works at the Krusty Krab and loves customer service.
Who is SpongeBob SquarePants?
This term means solving a customer’s issue during their first contact.
What is First Contact Resolution (FCR)?
True or False: You should argue with a rude customer.
What is False?
A polite way to say “That’s not my job” is: “Let me...”
What is “...find the right person who can assist you”?
In this region, strong eye contact and handshakes are a norm in service.
What is North America?
Canada, US, & Mexico (3 largest by landmass)
The first impression is formed in this many seconds.
What is 7 seconds?
This is the term used for how a customer feels about their experience.
What is Customer Satisfaction?
The best way to deal with an angry customer is to do this first.
What is listen actively?
True or False: You should interrupt the customer if you know the solution to their problem.
What is False?
In this country, punctuality is considered a sign of excellent service.
What is Germany?
This company is famous for “Zappos-level” customer service.
What is Zappos?
A metric that shows how likely a customer is to recommend a service.
What is Net Promoter Score (NPS)?
This two-word phrase means putting yourself in the customer’s shoes.
What is showing empathy?
What should you do if you don't know the answer to a customer's question?
What is tell them you will find out and follow up?
In this Caribbean nation, saying “Good morning” is a cultural norm before any request.
What is Jamaica?
This tech company is known for its “Genius Bar” customer help station.
What is Apple?
This term describes going above and beyond the customer's expectations.
What is customer delight?
A good customer service rep always remains this in tough situations.
What is calm or professional?
When apologizing, avoid blaming and instead take this kind of approach.
What is an ownership or solution-focused approach?
This Middle Eastern custom involves offering guests coffee or tea as a welcome gesture.
What is hospitality in Arab cultures?
The customer service motto “Service with a Smile” means doing this.
What is showing friendliness and positivity in every interaction?