Skills
The practice of paying close attention to a speaker and asking questions to ensure full comprehension
What is active listening?
The process of delivering customer experiences.
What is customer service?
The guest expects this type of service.
What is friendly?
How do you deal with an upset customer?
A. Argue
B. Sympathize
C. Ignore the customer
D. Talk back
Awesome set of individuals who try to help with whatever problem is at hand?
Receptionist
Ability to understand others emotions.
What is empathy?
When you make eye contact, smile and greet a customer.
What is engaging?
All people deserve to be treated with ____ and ____
Courtesy and Respect
A handful of angry customer is known as
What is a difficult customer?
Employees can go here for help with their gadgets and machines.
What is the help desk?
What is problem solving?
A. Active listening to the problem
B. Collaborating to find a solution
C.Follow up to ensure whoever you assisted was pleased with the results
D. All of above
D. All of above
The act of being a good listener.
What is attentiveness?
Be an _____ in all things you do.
Expert
We should never make _________ to customers
A ____ is a document that needs to be signed before entering the office.
What is a NDA?
Making it lively and _______ is essential in a lobby.
Positive
What is good customer service?
A. overall impression a person has of the company products, services, and staff
B. making sure the customers needs are satisfied
C. having a positive outlook
D. all of the above
D. All of the above
Going out of your way to provide the best possible service.
What is going above and beyond?
There is an underlying message to your customers complaint
What is listen between the lines?
Duties of a receptionist at FB
A. Eat all the snacks
B. Check in guests at events
C. Assist employees when they have lost their badge, keys and phone. (Badger Check! Lost and Found Check!)
D. Both B & C
D. Both B & C
Wanting to understand more of your job duties, or exploring other duties.
What is willingness to learn?
Professional procedure that is accepted or described as being most effective.
What is best practice?
Maybe you know the acronym K.I.S.S
Keep It Simple Stupid. Make it easy!
_____________ for the _______________ and fix it.
Apologize; Inconvenience
Every interaction is a _______ opportunity.
Practice