Customer Service
Consistently delivering a positive, professional, and personalized experience, is considered excellent customer service?
False
What does workplace Etiquette mean?
Conducting yourself professionally,respectfully and appropriately while at work.
How many times should the phone be allowed to ring?
No more than 3 times.
What is the process of reducing tension, anger or conflict in a situation through calm communication, active listening, empathy, and appropriate problem-solving?
De-escalation
What are the processes of sharing information, ideas, thoughts, or feeling through spoken word and body language?
Verbal and Nonverbal Communication
What determines professional appearance?
The industry in which business is being conducted.
Greeting + Business/Department + your name + offer to help
True or False. It is important to show a difficult customer that you understand how they feel by matching their energy?
False
What are 2 ways to show you are not listening?
1. Interrupting
2. Looking away
3. Crossing Arms
4. Checking phone
Give 3 examples of workplace Etiquette competencies.
Using professional language.
Greet people by name.
Respect personal space.
Communicate clearly
A professional email contains 7 components. Name the 3rd and 5th components.
Subject + Greeting + Purpose + Details + Action/Next Steps + Closing + Signature
Most customer conflicts can be resolved if you do what 2 thing?
1. Stay Calm
2. Listen without interrupting
Understanding the customer’s needs, communicating clearly and respectfully, responding promptly, solving problems, and demonstrating genuine care throughout every interaction.
What is the combination of skill, good judgement, and respectful behavior that people expect from someone trained to do a job well?
Professionalism
Phone communication can give immediate clarification. In constrast, email communication provides what?
A written record of events.
When going through the 7 steps to de-escalation, after listening to an issue, acknowledging their frustration, asking clarifying questions, and taking ownership, it is important to do what?
Offer a clear solution
Give 3 core elements of Professionalism.
Competence.
Ethical behavior.
Accountability.
Integrity.
Reliability.
Break down the most important workplace Etiquette competency?
Be on time!
Early, On time, late.
You work for Hilton Hotels. Phone call comes in from outside the hotel. Answer the phone call with a professional phone greeting.
Good afternoon! Thank you for calling Hilton Hotel. This is *your name*. How may I assist you today?
Customer: I've been waiting 30 minutes for my food!
Give a good, well-thought out response.
I understand why you're frustrated. I'm sorry you've been waiting. Let me find out what's causing the delay and see what I can do to get this resolved.