Behaviour
Name a Behaviour Guideline
What is Professional, Proud, or Proficient?
The best type of communication
Two-way communication
When is it appropriate to walk away from a service situation?
When the customer is verbally or physically abusive.
What is this certification called?
Service Excellence
What is the name of the acronym of the service recovery process?
LEARN
What is a moment of truth?
Any interaction between a company's employees and its customers.
Which is worse: a passive or constructive customer?
Passive
How long does it take to make a first impression?
2 seconds
Who is considered the "King of the Jungle"?
A lion
What does the "L" stand for in the Service Recovery process?
Listen
What does the second "A" in the service process stand for?
Act
What does the "G" in the Service Process stand for?
Greet
What is the biggest reason customers quit?
Attitude of indifference
How many eggs in a dozen?
12
What does the "E" stand for in the Service Recovery process?
Empathize
What provides you/your organization with free feedback and an opportunity to resolve the situation?
A complaint
What are words, slang, inappropriate words, jargon & grammar?
Verbal communication
How many more times is the cost to gain new customers than to retain existing customers?
6
What fruit is in a banana split?
Banana
What does the "A" stand for in the Service Recovery process?
Acknowledge
What does asking questions, nodding, responding with aha, or yes, and summarizing part of?
Active listening.
What do tone, pronunciation, pitch, speed, and volume apply to?
Vocal communication.
What are the 5 steps in the service process?
Greet, Ask, Listen, Act, Thank
What assignment is due every Friday in Co-op?
The Co-op Log
What does the "R" stand for in the Service Recovery process?
Respond