Show:
Attitudes for Service
Complaint Resolution
Human Relations
Internal Service
Positive Impressions and Cross and Up Selling
100
Helpfulness, Genuine Interest, Understanding and Respect
What are the 4 Drivers of Customer Service?
100
Because they want something extra, because they are grumpy, it is a habit, or they have a legitimate problem
What are some reasons customers complain?
100
A name plate, a house, your family, work gloves, wwwww-h, a pink 747, tennis racket & golf club, light bulbs
What is the memory technique to help us connect with people and build relationships quickly?
100
Clarifying expectations, Finding out what they want, not just what they need, Being a customer advocate, Under-promise and over-deliver, Relentless follow-up,
What are some elements of superior internal customer service?
100
It is at the center of the CHCA Customer Advocacy Model
What is customer appreciation?
200
The 3 customer service principles
What is Know what's expected, Go the extra mile, and Be a customer advocate?
200
The two parts of most complaints
What are practical and emotional?
200
Empathetic
What is the highest level of listening?
200
The process of helping coworkers, by providing them with the information, tools and support they need to serve our external customers
What is internal customer service?
200
Reviewing the plan of attack with the customer and gaining their commitment to proceed
What is the agenda statement format?
300
The highest level on the customer continuum
What is a Champion?
300
The desired range of our response to customer complaints
What is confident and assertive?
300
Dale Carnegie's human relations principle number one
What is "Don't Criticize, Condemn or Complain"?
300
The process of asking an internal customer what they expect from us
What is an expectation interview?
300
Offering additional items that add value to the customer by supporting their original purchase
What is cross selling?
400
One of the 7 principles from "How to Stop Worrying and Start Living" that help with customer service attitude control
What is "Live in day-tight compartments", "Don't fuss about trifles", "Cooperate with the inevitable", "Decide how much anxiety something is worth and refuse to give it more", "Create happiness for others", "Expect ingratitude", "Put enthusiasm into your work" or "Do the very best you can"
400
"Is that okay with you?", "Can I get back to you with an email by the end of the day tomorrow?"
What are examples of Test Questions?
400
Dale Carnegie's human relations principle number 17
What is "Try honestly to see things from the other person's point of view"?
400
"What do you consider your most important responsibility?" "Which is most important?" "Why is it most important?" "How is it supposed to be done?"
What are examples of process identification questions in the internal customer expectation interview?
400
1- Ask Questions, 2- Open the Door, 3- Present Added Value, 4- Test Question
What are the 4 steps of adding value (cross and up selling)?
500
The manner of speaking with customers that is not overly directive or abrupt
What is conversational language?
500
The memory object that reminds us to offer additional help
What is a big red addition sign?
500
"Make the other person happy about doing the thing you suggest"
What is Dale Carnegie's human relation principle number 30?
500
Sending a thank you note, recapping the action steps discussed in the interview, and following through on those steps quickly
What are some of the steps we should take following an expectation interview?
500
The 3 types of questions used in cross and up selling, in addition to test questions
What are elementary, elaborative and evaluative?