Problem Solving
What skill must you demonstrate when handling an irate customer to avoid appearing offended or frustrated?
Thick-skinned
Which customer service skill helps drive sales?
Persuasive Speaking
What is the most effective way to respond when a customer says, "It's too expensive"?
Respond by acknowledging their concern, and reframing the value to the focus on the benefits of accepting that particular product.
What is the quote used by Gordon Butch Stewart that describes the service that should be provided to customers?
"Give the guests more than what he or she expects"
What steps should be taken to identify the root cause of an issue?
Listen, acknowledge, empathize, and ask discovery questions
What are common practices for providing excellent customer service?
Active listening, clear communication, empathy, urgency and personalized service
What role does active listening play in overcoming objections?
Active listening helps you understand the objection fully, show empathy, build rapport, and tailor your response in a way that addresses the customer’s concerns.
True/ False - This happens after the customer receives the service.
True
How can you effectively provide appropriate solutions?
What is empathy?
The ability to understand another person’s emotions and to understand their point of view.
How do you overcome the objection?
Educate, Elaborate, Empathize, Ensure you understand, ensure they understand
What is the result of Customer Satisfaction?
Customer loyalty, good review, earn recognition
How do you handle situations when the solution to a problem is not immediately obvious?
This requires patience, critical thinking, and a methodical approach.
What is the importance of Customer Service skills?
They directly impact customer satisfaction, loyalty, and revenue.
How can you turn a customer's objection into an opportunity to highlight additional value?
By acknowledging the objection, asking follow-up questions, and highlighting the additional value your product offers, you can not only address the concern but also enhance the customer’s understanding of how your solution best fits their needs.
What is Customer Service?
The assistance and support provided by a company to those who purchase or use its products or services ensuring that their needs are met.