Fill in the blank!
Soft skills are also known as ......
people or personal skills
Skills that enable one to interact with others and perform well is the definition of what?
Soft Skills
What are two things customer service does for the employee...
Pride in yourself
Job security
Other job opportunities
Growth in company
Hello this is King Soopers, how can I help you?
They did not say there name
A customer calls on the phone and but you have 5 customers already in line that you are helping, what do you do?
Pick up and say hello and and politely tell them you are placing them on hold and you will be right back to assist them.
A career is also known as a ......
Profession
Skills related to a specific task, subject or situation is the definition of what?
Hard Skills
What should you always keep by the phone
note pad / pen / paper
Yes, I can help you with that, let me go ahead and transfer you.
They did not ask if they could transfer them
A customer tells you they are in a hurry and seem very anxious and a bit bossy, no very polite, how would you respond
Show empathy and tell them you are going to assist them as fast as you possibly can
A job gives you an opportunity to develop key ............
soft skills
Abilities and things that you learn to do well are....
Skills
Name the couple things that must go at the end of an email.
Salutations such as best or sincerely and your name/contact info (signature)
Yes I can take a message for you, can you give me your name and contact information and I will have them return your call?
They did not ask for the message first
A customer asks you your opinion about a product that you don't think works well, however a lot of people buy it. The product is expensive so it would benefit you if you made the sale. How would you balance honesty ad still try to make the sale?
The customer is going to appreciate your honesty so always provide some truth to the customer. However, you can tell them that the product does have a lot of sales so they may actually like it.
Two things you take away from a job are __________ and __________
money and soft skills
The ability of everyone in the company to satisfy the customer no matter who you are is the definition of what?
customer service
What were the 4 things that went along with "telephone voice"
Volume
speed
pitch
tone
Hi, I am leaving a message for Mike, can you please tell him I would like to make a deposit on the house he showed me last weekend. My name is Kevin Heart and he can reach me at 555.555.5555
He did not state Mikes last name
A customer comes in and states they are really upset with the blackout blinds that they bought for their child's room because the sun shines through them and the room is still light. They want a full refund, however when they give you the blinds to return you notice it has a tear on it and is really dirty. What do you do?
Responses can very however you must have the addition of staying calm in your answer
Customer service is representative of an employers _________
values or mission statement
What skill would you call hard working?
Strong work ethic
Name the 5 characteristics of good customer service
Empathy/patience/adaptability
clear communication
work ethic
think skin
knowledge
Hi, thank you for coming to the Wolf Pack Cafe what could I make for you?
I would like a hot White Chocolate Mocha please.
Okay what size would you like, we have 12oz or 16oz
16oz would be great.
Okay, that will be 3.50$ and will be out shortly
Thank you so much! (then the customer pays)
Thank you too have a great day!
They did not ask what type of milk, did not repeat order and they did ask if they were paying cash or card
Tries to use an expired coupon. What would you do?
Tell them that you will check with your manager to see if they can still honor it.