Good Habits
A friendly and _________ voice expresses that you are concentrating on, and that you care about the customer.
What is Energetic
Characteristics of your voice
What is tone, pitch and rate of speech?
Being able to put yourself into someone else's shoes.
What is Empathy?
Coming to a resolution where everyone gets something they want.
What is compromising?
When people can count on you (to follow through)?
What is Reliability?
By focusing on your ____________ as the reason you do your job, you will make them feel important.
What are Customers
The rules of language
What is grammar?
Being on time, kindness manners, taking initiative.
What are behaviors that build trust?
Addressing another person's needs before your own.
What is accommodating?
Manners or Etiquette
What is Courtesy?
A ________ voice tells your customer that you have no interest in what you are talking about.
What is Monotone?
Having good posture, attitude, smile and tone.
What is professional phone technique?
Everyone makes these.
What are mistakes?
Using intimidation to get what you want.
What is bullying?
Being well groomed and dressed appropriately.
What is Professional dress and appearance?
A basic habit that leads to a high level of customer service.
What is to Go the Extra Mile? (Make going out of your way for your customer a habit.)
Working with others and getting everyone's input.
What is collaborating?
To reflect, match or imitate
What is mirroring?
Preconceived opinion that is not based on reason or actual experience/bias.
What is prejudice?
Lathering hands with soap for a minimum of 20 seconds.
What is proper hand washing technique?
The most successful representatives of any business all have one thing in common _____________________________.
What is good customer service skills
You answer the phone with this on your face.
What is a smile
Nodding your head, saying "uh-huh" or "yes, I understand;" and leaning forward
What is active listening?
Knowing how to act appropriately in a situation.
What is social intelligence?
Using universal precautions as a measure.
What is infection control?