Commuincation
What should you do if you don't know the answer to a question?
Politely inform them you'll check with a supervisor or find out for them.
If a customer is upset about a product, what should you do?
. stay calm and listen to the customer's concern
. get helpif needed from a manager or coworker
What does it mean to be "on time" in a customer service job?
Arriving early enough to start working at your scheduled time.
What are the three EEE's?
Evaluation, Expectation, Experience
What are three polite words that show good manners in customer service?
" Please" "Thank you" "You're welcome"
What's one thing you should do when answering the phone at a business?
Greet the customer and introduce yourself.
What should you do if you don't know the answer to a customer's question?
Politely inform them that you'll check with a supervisor or find out for them.
Why is dressing appropriately important in customer service?
It shows respect and professionalism, helping customers trust you.
What is communication?
The process of when information is sent and received.
How should you respond if a customer thanks you?
Say "you're welcome" or "it's a pleasure"
What is one way to show a customer you are listening, even if you're on the phone?
Use verbal cues like " I understand", saying "okay"
If a customer requests something that goes against policy, what's the best response? Ex. asking for a discount/ credit
Explain the policy respectfully and suggest alternative solutions
What's an example of professional language when speaking to a customer?
Using polite, clear language, like " How can I assist you?" instead of slang
What is an assertive working style?
When individuals are confident and are allowed to state their opinions and advocate their rights freely.
Why is eye contact important when helping a customer in person?
It shows attentiveness and respect
What should you avoid doing while a customer is speaking to you?
Interrupting, looking at your phone or showing disinterest
What's one step you can take to prevent confusion with customers?
Repeat back the customer's main points to confirms understanding.
If you make a mistake, what's the best way to handle it?
Acknowledge the mistake, apologize, and try to fix it promptly
Explain the term customer service centric.
Customer centric is basically putting customers first.
If a customer interrupts you while speaking, what's the polite response?
Pause, listen to them, and respond without irritation.
How can non-verbal communication be used in customer service?
Non-verbal cues like nodding, eye contact, and smiling show the customer that you are engaged and willing to help
If a customer looks confused, what can you do?
Notice a customer seems confused and offer help before they ask.
Why is it important to keep a positive attitude even on a bad day?
Customers expect consistent, helpful service, and a positive attitude improves the experience
What is customer service?
The sum of what an organization meets its customers expectations and to produce satisfaction.
How can using a customer's name improve the interaction?
It personalizes the service and shows you value them as an individual.