Customer Service
What is the primary thing a customer wants?
Help or a resolution with an issue or problem
Customer Service skills that are personal characteristics
Soft Skills
Delivering the right information.
Correct Solution
This customer talks on and on..
Rambler
The audio recording heard at the beginning of a call.
Greeting
What does the customer expect from the CSR?
Knowledgeable assistance and/or resolution to their problem
Technique used to offer advice that is negative or may not be please to the customer.
Feedback Sandwich
Documenting the Call (SI in Ventra)
How to prevent a customer talking off topic to get back on track.
Redirect conversation
Thanking the customer for calling is done during this phase of the call flow.
Closing
Helping a customer is called this
Customer Service
What are two key courtesy words?
Please
Thank You
System used to address and resolve customer issues.
Pivotal
When a customer has expressed a problem or issue and appears to be upset, what can a CSR do?
Empathy or Empathize
Term that refers to offering the customer your help.
Bridget statement
When a customer is agitated, what should the CSR do?
Listen, share your understanding of their issue, Calm the customer with empathy, and/or transfer to a T/L or reach out via Teams
This will give the customer the impression they are bothering you or you are less than happy they are calling.
Tone
Holds, transfers and escalations are examples of this category of customer service skills.
Call handline procedures
True or False?You should hang up the call if the customer is being abusive.
False
Assure customer you are trying to help
Give them a second chance to give you their info so you can help
Advise them you will have to disconnect this call and to call back at another time if this continues.
Statement used to make certain all customer concerns have been addressed
Offer of Assistance "Is there anything else I can help you with"
If a customer is belittling you or harassing you what should you do?
Don't take it personally
Let them know you are trying and will help them (2 times)
Offer to them to call back at another time
The number on skill in call center customer services.
Active Listening
To get to the bottom of what the customer needs requires this?
Suitable questions and or Listening
Informing the customer about things they can do or next steps
Educating the customer
Customer service skills that show the customer you are able, willing to help.
Soft Skills