Customer Service
True or False
The customer is always right
Jasmine say NO, however they are always our customer and need to be treated with patience, kindess, understadninga dn good customer service!
Accept responsibility and take ownership of any ____ regardless of who made them.
Error/Mistake
How long does it take to make a first impression
7 seconds
Explain to the customer that you want to help but you need to _____ the problem.
Understand
Customers are likely to _____ when services don’t meet expectations.
Complain
Never represent the agency in a ____ manner.
Negative,, Bitter, etc
On average how mcuh does it cost to onboard on new employee
$8,000
Using _____ language won’t help and will only delay you getting to the problem of the situation.
Abusive
Degree of caring and individual attention you show to customers.
Empathy
What are the names for the levels of angry customers?
Grumpy Green, Yelling Yellow, Raging Red
What is the terminal where we process payments called
POS (Point of Sale)
Name 3 of the five listening skills needed in customer service (and in life)
What is mirroring, clarifying, paraphrasing, empathising and summarizing
The word “I can’t” should be replaced with _____
This is what I can do
What kind of statements should you use to help avoid conflict and so people can hear your message better?
What is "I" statements
Never tell an angry customer to
" Calm down"
What is asking questions that require an explanation?
Open Ended Questions
What does promising something you cannot deliver on create?
Irate Caller, Losing customer, escalation, etc...
"And" is a better word choice than?
What is "but"
We should realize the customer is upset at the ____ and not at us personally.
Situation
What are the steps you should do when taking cash
Say the amount you have been handed out loud, place the bills above the cash, count out the change to the customer, put their money in the till, close it, hand the receipt and thank the customer.