First/Last Impressions
A good first impression is created with this greeting
"Hello, good morning, good afternoon, I'm XXX, how can I help? "
Your customers issues/questions should always be this
What is "top priority"
This means to go above and beyond to meet a persons/customers needs
What is "Excellent Customer Service"
Your customer looks confused when they walk in the door....
"Good morning, How can I help?"
To find out how to make a customer feel satisfied, you can do this
What is "find out a customer's need"
You always _________ at the customer
Smile
All employees should commit to leaving this at the door
What is their own personal "challenges"
The feeling the customer has when their needs have been met.
What is "Customer Satisfaction?"
Mary is sitting in the waiting area complaining how long she's waited.
"Hi Mary, I'm sorry it's taking a while. l'll find out where we're up to and get back to in you 5 minutes."
The more customers are satisfied the more they will do this.
What is "tell other people about your company in a positive way"
It takes about ___ seconds for someone to make an impression
What is "7"
To understand the customer, the most important thing you must learn to do is
What is "listen"
Customers will always choose a product/service because of these.
What is "people"
You see your co-worker going above and beyond providing good customer service, you do this.
Listen and learn. Praise you colleague for what you saw.
Going the extra ....., will impress your customers
"Mile"
You always want to have a good________ when talking to customers?
What is "attitude"
You should never _______ with a customer
What is "argue"
It is this person's job to provide customer service.
What is "everyone"
A customer is upset because they thought you were rude (you are having a rough day). You should...
say "I'm really sorry, I didn't mean to appear rude. how can I help" Be present and helpful throughout the rest of the encounter
It's important to make a customer feel _________ when they are talking to you.
"listened to/understood"
______________ is your customer
What is "everyone"
This is the wrong answer when your customer asks you a question
What is "I don't know"
Always treat the customers like this.
What is "the way you'd like to be treated"
Mary is complaining she wasn't told her service was due. You can see a call has been missed.
"I'm really sorry we haven't called you. We'll make time for you to come in. When is most convenient for you?"
The goal of working at Mercedes-Benz is to make customers feel ...
Feel valued and appreciated