Say What you Mean
This type of communication is easy for the customer to understand and does not leave them guessing.
What is clear communication?
Facial expressions, posture, gestures, and eye contact are examples of this type of communication.
What is nonverbal communication?
This type of language should be used when communicating professionally with customers.
What is professional language?
Instead of simply saying "No," a customer service employee should do this.
What is explain what they CAN do?
This means giving your full attention to what the customer is saying.
What is active listening?
Instead of saying, "Your order will be there soon," a customer service employee should provide this.
What is specific information?
A customer is talking to you while you look at your phone. What message might your body language send?
That you are not interested or not listening.
Which sounds more professional: "You gotta wait" or "You'll need to wait a few minutes while I check that for you"?
What is "You'll need to wait a few minutes while I check that for you"?
A customer asks for something you cannot provide. Name one word or phrase you can use instead of simply saying "No."
"Unfortunately..." / "What I can do is..." / "Another option is..."
True or False: Listening means waiting quietly until the customer stops talking so you can respond.
What is False?
True or False: It is okay to promise a customer something if you are not sure you can deliver it.
What is False?
Name two nonverbal behaviors that can show a customer you are listening.
What are eye contact, nodding, facing the customer, appropriate facial expressions, or an open posture?
Fix this customer service message: "i dont no why ur bill is so high."
"I don't know why your bill is so high. Let me see what I can find out about that."
A customer says, "My order is wrong." Name one good follow-up question.
"What is wrong with your order?" / "Which item did you receive incorrectly?"
Name two behaviors that demonstrate active listening.
What are maintaining attention/eye contact, not interrupting, asking clarifying questions, nodding, or summarizing?
An employee says, "Someone will contact you." Name two details the employee should provide.
What are who will contact them and when/how they will be contacted?
An employee says, "I'd be happy to help you," while rolling their eyes and sighing. What is the problem?
Their nonverbal communication contradicts their words.
Why should customer service employees avoid slang, texting abbreviations, and overly casual language?
Because it can appear unprofessional and may cause confusion or misunderstandings.
A customer says, "My computer isn't working." Name two questions you could ask to better understand the problem.
"When did the problem start?" and "What happens when you try to turn it on?"
A customer explains a complicated problem. Before offering a solution, the employee says, "So, if I understand correctly..." What communication skill is being demonstrated?
What is paraphrasing?
A customer asks when their order will arrive. The employee doesn't know the exact date. What is the BEST response?
"I don't have an exact delivery date yet, but I can check the tracking information and let you know what I find."
A customer is angry. Name three nonverbal behaviors an employee should use to help keep the situation calm.
What are calm facial expressions, appropriate eye contact, relaxed/open posture, and controlled gestures?
Rewrite this statement professionally: "That's not my problem. You're gonna have to figure it out."
"I'm sorry you're experiencing this. Let me see what I can do to help."
Why is asking the right questions important before providing a solution?
It helps the employee understand the actual problem and prevents them from making incorrect assumptions.
Why is listening especially important when a customer is upset?
It helps the employee understand the customer's actual concern, makes the customer feel heard, and can prevent the situation from escalating.