CS
Why do first impressions matter?
The moment customers see you or speak to you, they begin forming their impressions of you.
By combining a favorable first impression, courteous treatment, a positive attitude, and ethical behaviors, you build a strong customer service foundation.
Why does your attitude matter in customer service?
Whether yours is good or bad, your attitude is what people are going to remember about you. When you interact with customers, you may not get a second chance.
How can you maintain a positive attitude in customer service on a bad day?
The best way to maintain a positive attitude is to take care of yourself every day. Get enough rest. Exercise your body and mind. Eat healthful foods. Do something fun. Do something just for you. When you do these things every day, you will find it easier to stay upbeat and positive.
Why does honesty matter in customer service?
Being truthful is important to your customers. When you are dishonest, people find out. Maybe not right away, but the truth always has a way of coming out. When people find out you have not been completely honest, they will no longer trust you.
What is the name of Andres' and Natalia's dog?
Aria
Why is effective communication important in customer service?
As a frontline employee, you are your customers’ point of contact and their primary communication source. To them, you not only represent the company, you are the company.
Therefore, you are your company’s chief communicator. Presenting yourself well has a direct bearing on a customer’s perception of your ability to handle the interaction satisfactorily.
What is one way you can show you are listening to the customer?
Nod, make comments, body language, facial expressions
Is thinking before you think important in customer service? Why?
You want to be careful about what you say, so that customers get the right impression.
How can gestures communicate something with a customer?
Gestures are also an effective nonverbal technique. They are used to emphasize a point, engage the listener, or express emotion.
What is Minh's last name?
Do
How can you check for the customer's understanding?
Take a moment to recap, question, and summarize what you have heard.
Why is vocal tone important when interacting with customers?
Tone can improve on or detract from the message you are conveying. No matter what you are feeling inside, match the correct voice tone to the message you are speaking to your customer.
How is customer service in person different than on the phone?
Phone: can't see the customer, voice tone matters more
In person: you can see them, your appearance and image matter
What information should you give the customer at the beginning of a phone call?
Give the Name of Your Business, Your Name, and an Opening Statement or Question
What is Anthony's catchphrase?
"I like it!"
Write a sentence that would be a good welcoming statement for a customer.
Liv will decide.
Write a sentence that would show a customer that they are valued.
Liv's choice
Write a sentence that tells a customer that you cannot do something for them without using the word "No." Make it as positive as possible.
Liv's decisionnnnnn
Write a sentence using an open question that would get the customer to talk more about what they need.
Liv is choosing
Where is Monica's favorite place?
Florida
What is one of the six steps for building and maintaining a positive and strong relationship with customers?
Step 1: Establish Rapport
Step 2: Interact Positively with Customers
Step 3: Identify Customers’ Needs
Step 4: Make Each Customer Feel Valued
Step 5: Maintain Ongoing Relationships
Step 6: Understand Various Types of Customers
What are one of the three steps to provide exceptional face-to-face customer service?
Step 1: Welcome Your Customers Step
2: Find the Best Solutions Step
3: Show Appreciation
What is one of the steps for a firm foundation in great customer service?
Step 1: First Impressions Matter
Step 2: Courtesy Counts
Step 3: Attitude Is Everything
Step 4: Doing the Right Thing: Ethical Issues
Write two sentences explaining relationship building with customers.
Livvvvvv
Where does Bill/Yuan get a lot of his shirts from?
Tiktok shop