Show:
Customer Svc
Service Culture
Verbal Comm
NonVerbal Comm
Listening
100
Employees of other departments or branches, coworkers and other people who work within the same organization are ________ customers
What is an internal customer?
100
In business, it is _______ to retain customers than to attract new ones
What is cheaper?
100
Dialogue used to enhance relationships, show civility and build rapport is called ______
What is small talk?
100
Nonverbal communication cues that send powerful messages through gestures and facial expressions
What is body language?
100
Once your ears pick up sound waves, the brain goes to work
What is attend or focus?
200
Customer service needs are first _____ and then satisfied
What is identified?
200
This type of behavior is based on values of the society, organization and employees
What is ethical?
200
The silent bond built between two people as a result of sharing common interests is called _______
What is rapport?
200
Pitch, volume, rate, quality, and articulation are attributes
What are vocal cues?
200
In dealing with customers, try to avoid _________ opinions or judgments
What is subjective or personal?
300
In the U.S. there are roughly 25 million businesses in total - small businesses represent this percentage
What is 70%?
300
The direction or vision of an organization that supports day-to-day interaction with customers is the
What is the mission statement?
300
Projecting a presence that is assured, confident and capable without appearing aggressive or arrogant is known as your level of:
What is assertiveness?
300
If you are to understand and serve people who might be different from you, you must first become aware of what is _______
What is similar or similarities?
300
Putting yourself in the customer's place, you can reduce the risk of poor service.
What is empathy?
400
In discussing customer service environmental components of products and deliverables, quality and _____ are most important
What is quantity?
400
Any policy, procedure, action or inaction on the part of an organization contributes to the __________
What is service culture?
400
All-encompassing or inclusive expressions such as always, never, everyone and all fall into a group known as __________ _________.
What are global terms?
400
The eyes have been said to be "the windows ___ ____ ______."
What is "to the soul"?
400
Three main listening breakdowns occur because of these
What are personal obstacles, external obstacles and other obstacle such as disability or language barriers?
500
Removing government restrictions on an industry has increased customer service related jobs
What is deregulation?
500
If a customer service environment exists, the company asks for customer ________ regularly and acts upon it
What is feedback?
500
Before providing feedback, take into consideration the knowledge and skill level of your customers, this being part of ____________.
What is encoding?
500
Six categories of nonverbal communication
What are body language, appearance, environmental cues, visual cues, spatial cues and miscellaneous (i.e. personal habits, manners, etc.)?
500
All people have a natural 24-hour biological pattern, a ____________ ___________, by which they function.
What is circadian rhythm?