Roles in Customer Service
What is the main duty of a frontline customer service employee?
To create a positive environment and directly interact with customers.
What is an external customer?
A person who purchases goods or services from a business and is not part of the company.
What should you identify to meet a customer’s needs?
Their specific preferences and behaviours.
What is customer segmentation?
Dividing customers into groups based on shared characteristics.
What is the first thing a representative should do when addressing a customer complaint?
Listen to the customer and understand their concern.
Name a role that supports frontline customer service by performing essential behind-the-scenes tasks.
Back-office support roles.
What is an internal customer?
An employee within the company relying on others to fulfill their duties.
What does it mean to adapt communication techniques to engage different customer types?
Tailoring how you interact with each customer to match their communication style and needs.
What is demographic segmentation based on?
Characteristics like age, gender, income, and education level.
How should a representative respond to a customer inquiry?
Provide clear, accurate, and helpful information
Name two duties of back-office support roles.
Providing accurate information and handling administrative tasks.
Name one benefit of serving external customers well.
It encourages repeat business and builds customer loyalty.
Name one key step in meeting customer needs effectively.
Listening actively to understand their concerns and expectations.
Name one type of customer segmentation and its focus.
Psychographic segmentation focuses on interests, values, and personality traits.
What should a representative do if a customer’s issue cannot be solved immediately?
Follow company policies and escalate the issue as needed.
What is one key difference between frontline and back-office support roles?
Frontline roles interact directly with customers, while back-office roles handle behind-the-scenes tasks.
What is one benefit of internal customers working efficiently together?
It streamlines processes and improves overall customer service.
What is the difference between a customer need and a customer want?
A need is essential for customer satisfaction, while a want is an additional desire.
What type of segmentation groups customers by their purchasing history?
Behavioural Segmentation
What action should be taken after resolving a customer’s problem?
Document the interaction and feedback for record-keeping and improvement.
Give an example of a skill that is crucial for frontline customer service employees.
Strong communication skills.
Or other at teacher discretion
Give an example of an internal customer interaction.
The kitchen staff at a restaurant relying on the cashier to send accurate orders.
or other at teacher discretion.
Why is it important to meet a customer’s needs?
It leads to customer satisfaction, loyalty, and positive word-of-mouth.
What type of segmentation divides customers based on their use of devices and software?
Technographic segmentation.
Give an example of when it would be appropriate to upsell or cross-sell.
When a customer shows interest in a related product or service that could enhance their experience.