Customer Service Skills
Verbal and nonverbal _____ is key when working in a team and with clients
Communication
Keeping this every day will help you plan ahead and be aware of what is going on through your day and your week.
A schedule
Avoiding this will help you deal with and interact with an angry client and avoid making the situation worse
Getting angry, taking it personal, etc.
This nonverbal cue is a major tell that the person you are talking to is engaged
Eye contact
What is customer service?
What is the act of accepting trouble or delay without getting upset?
Patience
What is delaying or postponing things you have to do?
Procrastination
This crucial skill involves not arguing with a client, letting them speak their mind, and builds rapport
Listening
This nonverbal cue conveys being closed off and defensive
Folded arms
Ignoring the customer is an example of ______?
Bad customer service
This temperament is all about being an optimist and not concentrating on the bad things in life.
Positive Attitude
This will allow you to decide if you should "do it now", "plan it", "delegate it" or "drop it"
Priority matrix
What can you say to a difficult client who is asking a question you do not have the answer to?
I'm sorry, I am not sure but my supervisor may have the answer.
In the work site, this form of nonverbal communication should be avoided as it can make someone uncomfortable
Touch
List 5 customer service tips given in the powerpoint
Multiple answers
What is the understanding of a commodity's features? This allows you to be aware of their benefits accurately and persuasively.
Product knowledge (site/client knowledge in our case)
What is deciding what is important and in need of your immediate attention?
Prioritizing
When you do not know how to handle a difficult client, you can do this.
This nonverbal cue is associated with posture and can give information about a person's attitudes and feelings
Define Human Services
The field of Human Services is broadly defined, uniquely approaching the objective of meeting human needs through an interdisciplinary knowledge base, focusing on prevention as well as remediation of problems, and maintaining a commitment to improving the overall quality of life of service populations. (NOHS)
This skill will allow you to have a quick response time and allow you to juggle multiple responsibilities each day.
TIME MANAGEMENT
This important time management skill involves quickly identifying the most important task one can complete and also gives one the ability to block everything else out to complete that task.
Focus
This skill will help you understand and share feelings of another person.
Empathy
This nonverbal cue is key to letting one know how one feels at the moment or what they think of the situation.
Facial expressions
What is Occupational Therapy?
Profession that helps people across the lifespan to do the things they want and need to do through the therapeutic use of daily activities (occupations). (AOTA)