Connecting to the Customer
What is an example of how to greet a customer calling CSL
"Thank you for calling CSL this is....How may I help you"
What does the term "Walk a mile in their shoes" show?
Empathy
Tell us about your most recent personal or business connection you made with a customer
:)
What is a positive alternative to "I don't know"
"Great question I'll find out"
You are hearing and understanding what a speaker is saying out loud and any messages suggested behind the words.
What is active listening
What is the most important skill for handling customer complaints effectively?
Active Listening
In person classes MORE than 24 but LESS than 72 are charged?
what is 35 dollars
What is a positive alternative to "that's not our fault"
"I Apologize for the frustrating situation"
What is a common phrase used to express empathy to a frustrated customer?
What is "I understand how you feel"?
The term for when a person recommends a store or salesperson based on their positive experiences.
What is a referral?
ACW stands for
what is after call work
What is a positive alternative to "I can't"
"Let me see what i can do"
What is an example of a word we can use that will strengthen our empathy statement and describe how our customer is feeling
-Frustrating
-Stressful
-Exciting
-Concerning
What is the key benefit of providing excellent customer service?
Increased customer loyalty and retention
What is the class distance for CWC customers to be reviewed for a refund
1 hour 30
What is a phrase you can use to show sincere interest?
-"I'd be glad to assist"
-"I'm happy to help"
-"My pleasure"
-"I'd love to"
What does it mean for an individual to have emotional intelligence?
The ability to understand and manage their own emotions and the emotions of others.
What can an individual do to turn a negative experience into a positive one?
By offering a sincere apology and a solution to the problem.
What is the first thing to check when someone is requesting a refund for shippable items?
What is shipped status in Sticky
A customer is aggravated and is speaking to you in a disrespectful manner, how should you respond professionally?
1. Remain calm and neutral
2. Address what the Donor is feeling (frustration, anger, fear)
3. Deescalate the situation by reminding the donor of respectful communication and engage in problem solving