Customer Service
To put yourself in your customer's shoes
Empathy
This is the 1st step in the problem-solving process.
Identify the Problem
This is the first step in the LAST Approach
Listen
The process of establishing relationships with our customers.
Customer Relationship Management
When addressing customer complaints, your goal should be a _______ outcome.
Win/Win
This is the 2nd step in the problem-solving process.
List the possible solutions.
This is the second step in the LAST Approach.
Apologize
A consumer continues to buy the same brand over and over again. This is known as:
Brand Loyalty
The commitment you make to your customers
Brand Promise
This is the 3rd step in the problem-solving process.
Pick the best solution given the situation.
This is the third step in the LAST Approach.
Solve
Which of the following are considered customer service representatives? Cashier, Stocker, Manager, Owner
All of them
The drink machine ran out of ice during the lunch rush. This is most likely the result of an employee being.
Reactive
This is the 4th step in the problem-solving process.
Apply the solution
This is the final step in the LAST Approach
Thank
List 2 qualities that would be beneficial to a customer service representative.
To anticipate problems and take steps to prevent them from happening
Proactive
This is the 5th step in the problem-solving process.
Evaluate the results
This approach should be used when dealing with upset customers
LAST Approach
Doing what is morally right
Ethics