Internal v. External
Are suppliers an internal or external customer?
External
Informal communication that often happens casually among a group of people
True or false: Workplace romance has pros and cons?
True
What is one way to de-escalate an angry customer?
Stay calm and listen to their concerns
What is sexual assault?
Unwelcome sexual advances or requests for sexual favors, jokes, acts, verbal and physical conduct that is of sexual nature
Shareholders are internal or external customers?
External
What are gossip chains?
Spreading of misinformation in the form of rumors.
Name the biggest con to workplace romance.
True or false: a customer is yelling at you and calling you names. You respond by yelling back at them.
False
What type of effects can sexual assault have on someone?
Emotional, Mental, Physical
Internal or external customer?
Sally works at Ulta
Internal
True or false: Cluster chains are passed through one person to another
Name one pro of workplace romance
Boosts workplace energy
Motivation
Creative aspects
Productive atmosphere
Teamwork and Cooperation
What are the three key factors for working in customer service?
First impressions, good manners, great attitude
Feeling powerless is what kind of effect?
Emotional
Internal or External: Mike oversees all of the employees, schedules their shifts, and deal with customer compliments and complaints.
Internal
Are single strain chains spread through a group of people or just one person to another?
One person to another
What should employees create to clarify that romance is based on mutual interests?
Contracts
What kind of mindset do you have to have while working in customer service? (hint: it's a common phrase)
The customer is always right
What kind of effect are panic attacks?
Mental
Internal or external: The new T-shirt is out of stock because the store is waiting for more to be shipped.
External
What are probability chains and what can they cause?
Spreading information on the probability of an event occuring; can cause anxiety
Name the three potential office romance policies.
No PDA
Create contracts
Confessions and communication
In order list the steps of handling dissatisfied customers:
Stay calm
Be nice
Listen
Acknowledge the problem
Apologize
Ask detailed questions
Send follow-up email
Conduct is to be unlawful sexual harassment when it...
Makes submission to a request for sexual favors or a sexual advance a term or condition of employment
Unreasonably interferes with an employee’s work performance
Creates an intimidating, hostile, or offensive work environment