Customer Service Basics
Call Flow
Upselling and Cross-Selling
Communication Skills
Handling Difficult Situations
100

This skill involves understanding and sharing the feelings of another person.

What is empathy?

100

 "Good afternoon, [Customer's Name]. Thank you for calling [Company Name]. How can I assist you today?"

What is the greeting?

100

Suggesting a customer purchase a matching accessory, such as a belt with a pair of pants, is an example of this.

What is cross-selling?

100

This type of communication involves body language, facial expressions, and gestures.

What is non-verbal communication?

100

This technique involves acknowledging a customer's feelings and concerns before addressing their issue.

What is validation?

200

The practice of focusing and paying attention to what the customer is saying.

What is active listening?

200

Can you please provide your account number or email address associated with your account?

What is identification?

200

This strategy involves recommending a higher quantity of the product the customer is buying, such as a bulk purchase.

What is upselling?

200

This part of the voice that conveys emotions and attitudes.  

What is tone?

200

When a customer is angry, this approach involves staying calm and not taking their frustration personally.

What is maintaining composure?

300

This term describes the process of finding a solution to a customer's problem or complaint.

What is problem-solving?

300

Can you provide more details about the issue you're facing?

What is clarification?

300

The practice of rephrasing what the customer has said to confirm understanding.

What is paraphrasing?

300

This strategy involves offering multiple solutions to a customer's problem, allowing them to choose the best option.

What is providing alternatives?

400

The phrase used to describe the first impression a customer has of a business, often influenced by the initial interaction.

What is the customer experience?

400

Does this solution work for you? Is there anything else I can assist you with?

What is confirmation?

400

Clear articulation and pronunciation are essential for effective communication.

What is clarity?

400

The practice of following up with a customer after resolving their issue to ensure their satisfaction.

What is post-resolution follow-up?

500

Studies say that you only have _______ seconds to make a first impression.

What is seven?

500

Thank you for calling [Company Name]. Have a great day!

What is the closing?

500

This skill involves asking questions to gather more information and better understand the customer's needs.

What are probing questions?

500

This term describes the act of apologizing to a customer for any inconvenience they have experienced, even if the issue was not your fault.

What is taking responsibility?