Customer Service 101
This phrase describes putting yourself in the customer’s shoes and acknowledging how they feel.
What is Empathy?
The abbreviation commonly used for Average Handle Time.
What is AHT?
Toys secretly come to life when their owners aren't around.
What is Toy Story
The first thing you should do when the customer's explanation isn't completely clear.
What is ask clarifying questions?
This is the largest planet in our solar system.
What is Jupiter?
Before offering a solution, an agent should make sure they fully understand this.
What is, the customers concern or issue?
The abbreviation commonly used for Customer Satisfaction.
What is CSAT?
A child is accidentally left behind while the family goes on Christmas vacation
What is Home Alone?
Customer states they were promised something previously. This may help you determine what happened.
What is reviewing the Kustomer documentation?
This is the only mammal capable of true flight
What is a bat?
Repeating a customer’s concern back in your own words is an example of this communication skill.
What is active listening?
The process of transferring a situation to someone with additional authority or resources.
What is escalation?
A massive ship meets an iceberg on its first voyage.
What is Titanic?
This type of question usually can't be answered with only “yes” or “no.”
What is, an open ended question?
This is the capital of France.
What is Paris?
You say this phrase when you need a few moments to research something for a customer.
What is, may I place you on a brief hold?
Written information regarding what happened during a customer interaction.
What is documentation?
Dinosaurs are brought back to life for a theme park, and things go very wrong.
What is Jurassic Park?
You have four possible explanations for an issue. You rule them out one at a time until only one remains. You're using this investigation technique.
What is process of elimination?
This element has the chemical symbol K.
What is Potassium?
Clearly explaining what will happen next and when helps an agent properly set these with a customer.
What are expectations?
The period immediately following an interaction when an agent completes notes or other required tasks.
What is after-call work/follow-up?
A teenager accidentally travels from 1985 to 1955 and has to make sure the teenager's parents fall in love.
What is Back to the Future?
Seeing the same issue occur repeatedly may reveal this.
What is a pattern?
This organ is the largest organ of the human body.
What is the skin?