Chapter 5
identifying activities that must be
completed, and then prioritizing those
activities so that the most important
ones are accomplished first
What is time management ?
Associated with overwork and underappreciation. Causes resentment
What is burn out?
Complaints about poor product quality / incompetent employees
What are causes of complaints customers have about products/services
two people have different opinions about an issue
What is a disagreement?
a set of ethics that service providers follow to
ensure that they treat their customers with respect. putting words into action
what is customer service ethics?
A skill in which people are organized and in control of their workload, this skill uses time management
What are organizational skills?
A process of learning to recognize signs that you are
becoming angry, and taking action to calm down and deal with the situation in a positive way
Complaints of billing errors / refund mistakes
What are causes of customer complaints with accounting ?
clash of values, perceptions,
or ideas
What is conflict?
believing all customer claims, resolving every customer problem, testing all products
What are putting ethics into action?
A type of stress that can lead to decrease productivity, anxiety etc
What is negative stress?
This term shows customers a company is moving towards a COMMON goal and that the company is organized.
What is teamwork?
Complaints of inaccurate advertisement/ advertising products that are sold out
What are customer complaints over sales practice?
CSR listens mechanically
to be polite rather than to communicate
What is polite listening?
Predetermined dialogue that states how to respond to common problems
What are scripts
A type of stress that causes one to be energized & motivated
What is positive stress?
In teamwork, the combined effect of
individual efforts is greater than their individual
efforts
What is synergy ?
Expectations for the product or service have not been met
What are the overall reason customers complain?
Requires involvement with the information and empathy with the customer’s situation; the basis for effective communication.
What is active listening?
CSR feels that the
customer is trying to gain some advantage
from the communication
what is cynical listening?
1. Lack of control
2. Lack of effective leadership
3. Lack of continuity in performance
4. Lack of confidence or self-esteem
what are causes of stress in CSRs?
Benefit of [ BLANK ] allow the company to improve, highlights important news, identifies inconvenient policies/procedures
What are the benefits of customer complaints?
a call that a CSR resolves on
that first call by the customer.
A company policy that is the foundation for
maintaining customer goodwill and that lays out the
foundation for communicating with customers and
for handling customer complaints
what is customer relations service policy
CSR tries to catch the
customer in a mistake or contradiction
What is offensive listening?