Basics
Saying hello or have a nice day
What is greeting?
You cannot avoid this in customer service
What are rude customers?
Never use this language with customers
What is slang?
First thing you should say to an upset customer
What is apologize?
What you always have to be in the workplace
What is professional?
Employers will look for this on your resume
What is customer service skills?
It is okay to say this to a customer
No
You should never do this to a customer
Ignore or Interrupt
Person you call for assistance
What is a manager?
Doing this will prevent a situation from escalating
What is active listening?
You should always have this attitude at work
What is positive attitude?
Always try to do this when helping a customer
What is finding alternate solutions?
Something a customer might do but you can't
yell or be rude
Focus on this when dealing with a difficult situation
What is the solution?
Remember to do this for yourself
What is advocate?
When you focus entirely on what someone is saying
What is active listening?
These things tell a customer you're listening
Eye contact and posture
Most important thing to avoid
make false promises
The goal when dealing with an angry customer
de-escalation
Soft skill you will need the most
What is patience?
The customer is mad at the problem not
You
The 3 P's of Customer Service
What is professional, polite, patient?
Something that can get you fired
Giving out discounts at work
Reasons customers complain
They're just rude or are looking for a discount
Most important skill to have in customer service
What is empathy?