Grammar Basics
What are the 3 verb tenses
Past Tense, Present Tense, Future Tense
Type of Phrasal Verb that always has an object.
Transitive Verb
Defines the guidelines a chat agent should follow while interacting with customers on chat.
Chat Etiquette
Involves assisting customers when something goes wrong.
Customer Service
Includes strategies to improve customers’ future experiences and their overall journey with your brand.
Customer Relations
It links nouns, pronouns, and phrases to other words in the sentence.
Preposition
These are the phrasal verbs whose words cannot be separated for using them at different places in a sentence.
Inseparable Verbs
Acknowledging and affirming another's emotional state.
Empathy
When a customer thinks more highly of your business once the problem has been rectified.
Customer Service Paradox
A defined moral philosophy makes your company consistent in handling and responding to customer-related issues and advocating for social responsibility.
Customer Service Code of Conduct
Are used to differentiate between things or ideas - usually expressed by nouns.
Articles
Are quotation marks that show additional thoughts about a statement.
Parentheses
"The act or capacity of entering into or sharing the feelings or interests of another." When we hear of sympathy, we tend to think of situations involving emotional pain
Sympathy
Refers to the ability of a company to solve a dissatisfied customer's problem through good customer service in an effort to convert previously dissatisfied customers into loyal ones.
Service Recovery
Are the moral principles that govern a company's conduct with its customers, potential customers, and ex-customers. They are based on a particular set of values relating to the question of what is “right” or “wrong.”
Customer Service Ethics
What are the types of prepositions
Time, Place, Location, Movement
Used to separate two independent clauses while still demonstrating that a close relationship exists between them
Semicolon
What are the 3 best practices in empathizing with customers
What is the ASAP Technique?
Give 3 ways to offer above and beyond customer service
-quality first, speed second
-connect with your customers
-go the extra mile
Expresses an unchanging repeated or re-occurring action or situation that exists only now.
Present Tense
Give 3 Rules of Subject Verb Agreement
-If the subject is singular, the verb must be singular too.
-If the subject is plural, the verb must also be plural.
-When the subject of the sentence is composed of two or more nouns or pronouns connected by and, use a plural verb.
-When there is one subject and more than one verb, the verbs throughout the sentence must agree with the subject.
-When a phrase comes between the subject and the verb, remember that the verb still agrees with the subject, not the noun or pronoun in the phrase following the subject of the sentence.
-When two or more singular nouns or pronouns are connected by "or" or "nor," use a singular verb.
-When a compound subject contains both a singular and a plural noun or pronoun joined by "or" or "nor," the verb should agree with the part of the subject that is closest to the verb. This is also called the rule of proximity.
-The words and phrases "each," "each one," "either," "neither," "everyone," "everybody," "anyone," "anybody," "nobody," "somebody," "someone," and "no one" are singular and require a singular verb.
-Noncount nouns take a singular verb.
-Some countable nouns in English such as earnings, goods, odds, surroundings, proceeds, contents, and valuables only have a plural form and take a plural verb.
-In sentences beginning with "there is" or "there are," the subject follows the verb. Since "there" is not the subject, the verb agrees with what follows the verb.
-Collective nouns are words that imply more than one person but are considered singular and take a singular verb. Some examples are "group," "team," "committee," "family," and "class."
Give 3 Practical Scenarios When Saying ‘No’ to Customers is OK
Give 3 Customer Service Code of Conduct
Refer to CST Day 6
Give 3 Qualities your Customers Expect
1.) DELIVERING RESPECT TO YOUR CUSTOMER
2.) PRACTICE ACTIVE LISTENING SKILLS
3.) EMPATHY
4.) communicate clearly with the customer
5.) a positive attitude
6.) be patient
7.) determined to serve
8.) product and service expertise
9.) creative problem solving skills
10.) able to clear common roadblocks