Customer Complaints
What is the best way to handle an angry customer?
Listen actively, empathize with their situation, and offer a solution or apology.
What is the definition of active listening?
Active listening is the process of fully concentrating on, understanding, responding to, and remembering what the speaker is saying.
The moon looks bigger __ midnight.
The moon looks bigger _at_ midnight.
What is the purpose of using passive voice?
In English, we use the Passive Voice to avoid pointing fingers.
When was Verizon founded, and what was its original name?
Verizon was founded in 2000 as Bell Atlantic Corporation.
How can you show empathy and understanding to a dissatisfied customer?
Acknowledge their feelings, put yourself in their shoes, and express genuine concern for their issue.
What is empathy, and why is it important in customer service?
Empathy is the ability to understand and share the feelings of another person. It is important in customer service because it helps build rapport and trust with customers, and allows employees to better understand and address their needs and concerns.
The author's name is __ the cover of the book.
The author's name is _on_ the cover of the book.
What are the 2 types of questions we need to know to use the funneling technique?
- Open-ended questions
- Closed Ended questions
What is the name of Verizon's next-generation wireless technology, and how fast can it transmit data?
Verizon's next-generation wireless technology is called 5G, and it can transmit data at speeds up to 20 gigabits per second.
What steps should you take to resolve a customer complaint?
Listen to the customer, identify the issue, offer a solution or apology, and follow up to ensure their satisfaction.
Rapport is a close and monotonous relationship in which the people concerned understand what they want about each other's feelings or ideas and communicate well. True or False?
False
Rapport is a close and harmonious relationship in which the people or groups concerned understand each other's feelings or ideas and communicate well.
My plane stopped __ Dubai and Hanoi and arrived __ Bangkok two hours late.
My plane stopped _at_ Dubai and Hanoi and arrived _in_ Bangkok two hours late.
Mention at least 3 items you need in order to build rapport with a customer.
•Be yourself – customers can tell when we’re being fake
•Find common ground/interests
•Indicate trust and understanding of the situation
•Ensure that you listen actively and show that you are paying attention
•Indicate empathy
•Give genuine compliments
How many employees does Verizon currently have, and in how many countries does it operate?
Verizon currently has approximately 135,000 employees and operates in more than 150 countries around the world.
What are some common reasons why customers complain, and how can you prevent them?
Common reasons include product defects, poor service, and unmet expectations. To prevent complaints, provide high-quality products/services, communicate clearly and consistently, and set realistic expectations.
How can you effectively communicate with customers who speak a different language or have limited English proficiency?
Effective communication with customers who speak a different language or have limited English proficiency can be achieved by:
- Using simple language
- Avoiding jargon or technical terms
- Using visual aids if available,
- Seeking assistance from bilingual colleagues or interpreters if necessary.
We go to the beach __ summer, since my birthday is __ July, we will be taking the bus __ 8:30 so we can have enough time.
We go to the beach _in_ summer, since my birthday is _in_ July, we will be taking the bus _at_ 8:30 so we can have enough time.
What is the funneling technique?
Funneling is the process of taking a general request or idea and taking it down to a more specific request.
What is the name of Verizon's current CEO?
The current CEO of Verizon is Hans Vestberg.
Give an example of a customer complaint you have successfully resolved, and how you did it.
[Provide an example of a customer complaint you have resolved, and explain the steps you took to address the issue and satisfy the customer.]
What intonation should we use when doing Open-ended questions?
These questions have a falling intonation.
I stopped __ a bench, sat down, and watched the world go by. __ the nearby lake, I saw people rowing __ boats, while others relaxed __ the grassy banks, enjoying picnics with their loved ones.
I stopped _at_ a bench, sat down, and watched the world go by. _On_ the nearby lake, I saw people rowing _in_ boats, while others relaxed _on_ the grassy banks, enjoying picnics with their loved ones.
Mention at least 3 out of the 6 steps to determine the customer's interests when doing a service to sale?
1. Small Talk
2. Analyze
3. Ask Questions
4. Search
5. Make the offer
6. Close the sale
Where does the "Verizon" name comes from & what is the meaning?
The name comes from the Latin word "veritas," which means truth, and also connotes certainty and reliability; and "horizon," which signifies the possibilities ahead.