Focus on the Customer
Being able to put yourself in the customer's shoes
What is Empathy?
Five Stages of a service visit are referred to in this training session as .
What is a Service Roadmap?
Accepting that relationships w/ Colleagues are similar and as important as external customers
What is an internal customer service attitude?
Active __________________ is crucial.
What is listening?
Offer solutions that you or your company can deliver
What is setting realistic expectations?
Creating a Quality Relationship
What is Rapport?
The first stage of a service visit according to this session is named?
What is preparation?
People who depend on you to perform certain task
What are internal customers?
Repeating the customer's feelings means you are...
What is an empathetic listener OR
active listening
Empathetic Statements to show you understand how the customer is feeling
What is Active listening techniques or validate customer's feelings?
A role which includes advocacy for the customer
What is Customer-Focused?
Upon arrival the technician
What is evaluate the situation?
People who provide YOU information or perform tasks for YOU
Who are internal customer service providers?
Provides measurements to compare on CSR performance
Service Standards
Act as a customer's point of contact
What is taking responsibility?
I realize you must be disappointed with the long lead time. Let me see when the part will ship.
What is a statement of Customer Empathy
The on-site portion is completed by...
Pay for a company's products or services
What are external customers?
Help resolve problems
What is key function of a Customer Service Representative?
Focus on the outcome or solution
What is diffusing a difficult situation?
Relating your own experience
Reflecting Emotion
Normalizing difficulty
What are techniques to demonstrate empathy?
Contact the customer to see if the part is working per specifications
What is follow-up?
External Customer service is impacted by...
What is the way colleagues interact with one another?
Lasting Impression either positive or negative
What is a moment of truth?
Ask clarifying questions
What is Investigating the Problem?