Customer Service
What is helping customers known as?
Customer Service
Why is clear communication crucial?
Avoids confusion
What does Professionalism mean?
Being courteous (no wrong answer)
What is the goal of de-escalation techniques?
To calm the upset customer.
Why should we respond to inquiries promptly?
To show we care and value the caller.
Why is a warm greeting important?
Creates a good experience for the caller.
What is the main component of Active Listening?
Paying Attention
How can you maintain a professional tone of voice?
Stay Calm. Self - Distracting
Should you argue with a wrong customer?
No, try to find a solution.
What is the importance of prioritizing tasks?
Allows urgent matters to be addressed in a timely manner.
What is the first step a CSR should take with a complaint?
Listen Carefully
How should you respond to upset customers?
Stay calm
Why is appearance significant?
Makes a good impression.
What should you do if a customer is waiting on hold for an extended amount of time?
Apologise
Should you multi task during calls or focus on one task?
Focus on the task at hand.
Why do we apologize to unhappy customers?
To show we care.
Why is using Positive Language important?
Encourages friendliness. Leaves a positive impression.
What if a customer needs help beyond your knowledge?
Reach out to Assist.
How can you show appreciation to a customer?
Why are realistic expectations important?
Prevents disappointments.
What if you don't know the answer to a caller's question? What should we do?
Find the information. Reach out to Assist.
What's the purpose of confirming information?
Ensures the information is correct.
At the 2 minute mark.
Why is patience important?
Helps in challenging situations.
What are some effective time management tips?
Prioritize Responsibilities. Set Goals.