EMPATHY & ATTITUDE
Showing concern and understanding for customer feelings.
What is empathy?
A customer asking a question about a service.
What is an inquiry?
A recorded customer concern in the system.
What is a ticket?
Fully focusing on what the customer says.
What is active listening?
Why companies value quick replies to customers.
What is responsiveness?
Staying calm when a customer is angry.
What is patience?
A customer expressing dissatisfaction.
What is a complaint?
A waiting line of calls.
What is a queue?
Providing quick and timely assistance.
What is responsiveness?
The most important skill when handling difficult customers.
What is patience or empathy?
Acknowledging a customer’s problem and apologizing sincerely.
What is being sympathetic?
Solving the customer’s issue successfully.
What is resolution?
Forwarding the issue to a supervisor.
What is escalation?
Proper behavior and attitude at work.
What is professionalism?
A skill that prevents misunderstanding with customers.
What is active listening?
Understanding customer needs clearly.
What is understanding?
Checking back with the customer after assistance.
What is follow-up?
Communication between agent and customer.
What is interaction?
Helping customers with products or services.
What is customer service?
The main goal of customer service in BPO.
What is customer satisfaction?
Using positive tone and respectful language.
What is courtesy?
Finding solutions to customer concerns.
What is problem-solving?
Customer opinions used to improve service.
What is feedback?
Working with teams to resolve concerns.
What is proper coordination?
A situation when you cannot solve the issue and need higher help.
What is escalation?