Communication
Email Response Standard timeline
What is "24 hours or same buisness day"
What is wrong with this email reply example:
"received."
What is "No greeting or context and no capitalization.
The "C" in ABCTE stands for...
What is Client First
"Make Every Client Feel like our only client"
You have important details you don't want missed. How do you make them stand out?
What is Bold or Bullet Point
What is wrong with this email response:
"Hey!!
Let me know if you have questions. THX. "
What is:
"Not professional greeting and slang used "THX" "To build External trust we must....
What is "Internal Clarity"
A Customer calls you outside of business hours, when do you return their call?
What is as soon as possible next business day
A Customer asks a question you aren't sure of... how do you respond?
What is "I am not sure the answer to that question, let me find it for us and get back to you."
(bonus points if you can give a specific timeframe/form of communication follow up you will do)
A phone call can provide benefits in customer service, what are two ways:
What is:
-Builds rapport
- Personal touch we bring to Customer Service
- Helps answers come and issues get resolved quickly
You emailed the client twice and no response. What is next step?
What is: Call the Customer
I need to send an email about a payroll date update, what is an example of the subject line to use?
What is: "Payroll Date Update"
"Use clear, specific subject lines (e.g., “Payroll Correction – [Pay Date]”)"
Our goal for every client is to feel like...
What is "Our only client"
Follow ups: If you promise it....
What is "deliver it"
A Customer Calls upset, they are talking quickly and have a frustrated tone....
What 4 techniques would you use to help them feel heard and come to a resolution
What is:
- Staying Calm and Professional, keep your tone low and calm
- Listen, do not interrupt
- Show Empathy and Ownership: "I know how stressful ____ is"
- Provide a Clear Next Step with backup and if needed Immediate Relief.
3 ways to make a customer feel heard/understood
What is:
- Fully Listening to them before responding
- Repeat key details (Mirror their words)
- End with a "Next Step Statement"
- Use their Name