Good v. GREAT CS
What type of communication is just as important as the words you say?
Body language
True or False: Tone can change the meaning of words.
Give an example of what removing distractions looks like?
- Putting away your phone/not checking it
- Clearing your workspace
-Working somewhere quiet/no music
- Not speaking to friends/working alone
What is communication?
•Communication is the exchange of information between a sender and a receiver.
When dealing with a difficult customer, you should always try to stay ________?
Calm
80–88% of customers say _______ equals product/service in loyalty decisions
Experience
Per the video we watched about the airplane ticket customer service, what do customers really want?
Customer service that CARES!
Taking deep breaths and thinking about what you are grateful for are an example of what focusing technique?
Mindfulness
Give two forms of communication
•Communication involves speaking, listening, reading and writing. Also body language and nonverbal communication.
What does difficult Customer #1: The Impatient Customers really want?
They want immediate attention.
What is one set of customer service skills we talked about?
(Hint: there are four sets of customer service skills, each with two skills)
•Active listening & empathy
•Professionalism & responsiveness
•Anticipation & personalization
•Problem-solving & follow-up
What is an eyebrow flash?
•The eyebrow flash is a lightning-fast, universal human signal that says, “I see you, I recognize you, and I’m friendly.”
What does focus have to do with customer service?
You need to be able to really focus to understand what the customer needs/wants, and to be able to help them directly.
Based on the three steps on communicating clearly we practiced in our worksheets, what is step #1?
What the customer said (active listening, understanding what they actually need/want)
They best way to work with a Know-it-all customer is to _______?
Show them that you’re listening and gently guide them to the right solution
Give an example of 1 good response and one GREAT response to this customer scenario:
A customer says: “I’ve been waiting for 20 minutes and I’m frustrated.”
•Good Response: “I’ll check on your order.”
•Great Response: “I understand waiting can be frustrating. Let me check right now and keep you updated.”
(Show empathy, show you care, active listening, etc)
Name one of the three mindsets of a friendly person
1. Assume rapport
2. Become interested
3. Turn off the spotlight
What is a distraction to do list?
When you are focusing and want to get distracted by another tasks (i.e. checking your phone, talking to a friend), write down the distractions on a piece of paper, and once you have finished, then you can decide if you still want to do those things.
In case you cannot solve a customer's issue, what should you do next?
Escalate the issue to your manager to ask for help
You should suggest _________ When The Ideal Solution Isn’t Possible.
Alternatives
Give 1 example of a skill that helps you active listen
•1. Be Fully Present
•2. Listen to Understand, Not Just Hear
•3. Show Verbal & Non-Verbal Engagement
•5. Validate Emotions & Reflect Feelings
•6. Withhold Judgment, Close the Loop
Per the introverted leader video, name one of the two traits that makes an introvert a strong leader?
1. They are able to zero in on one person
2. They have an unwavering commitment to their cause
Give three of the key focusing strategies we discussed
•Prioritize tasks (use a to-do list)
•Set time blocks for focused work (increase your focus slowly)
•Remove distractions (silence phone, clear workspace)
•Take breaks to recharge
•Make it a game
•Exercise during the day
•Practice mindfulness (deep breathing, short mental resets).
•Create a distraction to-do list
If a customer is upset, which of the following is the best way to start talking to them:
a) Empathize with them (apologize)
b) Tell them to calm down
c) Offer to solve their problem
a) Empathize with them (apologize)
Which of the following are techniques you should use when working with a difficult customer?
a) Show Genuine Empathy And Build A Connection To Ease Tension.
b) Present Clear And Actionable Solutions To Resolve Their Issue.
c) Collaborate With Your Team When You Need Extra Support.
d) Thank The Customer For Leaving A Positive Final Impression.
All of the above!