Customer Fulfullment 1
_____ are not interruptions but the reason for our work, individuals with names and feelings, people we should not argue with.
Customers
We should accept responsibility and take ownership of any ____ regardless of who made them.
Error/Mistake
What is a quality/trait that patronizes the customer or implies that the service agent is smug, conceited or better than the customer?
Arrogance
Explain to the customer that you want to help but you need to _____ the problem.
Understand/look into
The 3 measurements commonly used to describe the size of the box.
Length x Width x Depth
Customers are likely to _____ when services don’t meet expectations.
Complain/Leave
Never represent the Company in a ____ or ____ manner.
Negative; Disparaging
True or False: Empathy and patience are important but not really required customer service skills
Using _____ language won’t help and will only delay you getting to the problem of the situation.
Abusive
A customer orders the same box # but provides dimensions that dont match the existing specification. What should the CFS do?
Stop and verify the correct specification before entering the order.
We should realize the customer is upset at the ____ and not at us personally.
SITUATION
Effective customer service skills involve:
a) Providing _________ solutions to meet individual customer requirements
SPECIFIC/TAILORED/DETAILED
Having a ____________ attitude will avoid having a _______________ customer experience.
i) POSITIVE
ii) NEGATIVE
Listening is a _____________________ behavior.
Learned
A customer PO states 32ECT but the existing specification shows a different board grade. What should happen?
Stop and verify the correct board grade before entering the order.
Name three items that should be verified before completing an order entry?
Item/Specification
Quantity
Price
Payment terms
Ship to address
PO #
I start out flat,
Get folded under pressure,
Carry everyone else's stuff,
And somehow I'm still expected to look good.
What am I?
What is a corrugated box........or someone in Customer Fulfullment on a Friday afternoon
😂
Name one Cascades core value.
Naturally Respectful
Stronger Together
Speak Truthfully
Be Better Every Day
A customer asks to move a 40,000-piece order ahead by four days. What is your next step before confirming the new delivery date.
Add to Modification Sheet for S & OP team review
Name 4 specification details that can affect whether an order is poduced correctly.