Customer Service Basics
This is the act of fully focusing on a customer without interrupting.
What is active listening?
The average time it takes to handle a customer call from start to finish.
What is AHT (Average Handle Time)?
Microsoft program commonly used for emails.
What is Outlook?
Using words and tone to show you understand a customer’s concern.
What is active listening?
Tracks how long customers wait in line before speaking to an agent.
What is Average Wait Time?
The phrase “Let me look into that for you” shows this key customer service trait.
What is accountability (or ownership)?
This includes greeting the customer, verifying info, and closing the call.
What is call flow?
This tool is often used for team chats and virtual meetings.
What is Microsoft Teams?
Repeating a customer’s concern in your own words to confirm understanding.
What is paraphrasing?
This metric tracks the total time an agent spends handling a call, including talk and after-call work.
What is Average Handle Time (AHT)?
This skill helps you understand and share a customer’s feelings.
What is empathy?
A call that is passed to a higher-level agent is known as this
What is escalation?
Restarting your computer is often the first step in this troubleshooting process.
What is IT troubleshooting?
Speaking clearly and confidently without rushing or mumbling demonstrates this.
What is clarity?
Tracks how satisfied customers are with a service or interaction.
What is Customer Satisfaction (CSAT)?
Fixing a customer’s issue during the very first interaction is called this.
What is First Call Resolution (FCR)?
When an agent must call a customer back later, this is scheduled.
What is a callback?
This tool is used to create, edit, and format documents like reports and letters.
What is Microsoft Word?
Staying calm and professional even with a frustrated customer shows this skill.
What is composure?
This tracks the percentage of customers who stop doing business with a company over a given time.
What is Customer Churn Rate?
This metric measures how quickly a company responds to a customer’s inquiry.
What is response time?
This is the maximum amount of time a customer should be placed on hold during a call before you return back to them.
What is no more than 2 minutes?
This program is commonly used to organize data, track numbers, and create spreadsheets.
What is Microsoft Excel?
Adjusting your communication style to match the customer’s tone and needs is called this.
What is adaptability?
This is the number of customers helped in a set amount of time.
What is call volume?