Topic 1
Refers to the complete journey a customer takes with your brand, from start to finish!
Customer Experience
______ is when you recognize and acknowledge someone's feelings, but you're not able to feel what they're going through.
Sympathy
Chats are an informal channel to communicate with our customers, but our messages should still be…
polite, professional but nice and friendly.
Does this phrase show empathy or sympathy?
“I'm here for you”
Empathy
If you represent Inacap, you could say:
1- I am writing to Inacap to confirm the information which you sent us.
2- Inacap wanted me to write to you to confirm the information which you sent us.
3- I am writing on behalf of Inacap to confirm the information which you sent us.
I am writing on behalf of Inacap to confirm the information which you sent us.
Refers to a single event when a customer reaches out for help and support during this journey.
Customer Service
Building rapport is the process of establishing that connection. It is usually based on crying with the customer and taking their side.
True or False
False
Using inclusive language when providing instructions has proven to be an effective way to involve the customer in the solution for their problem, resulting in____
higher CSAT scores.
How does solving difficult, customer situations benefit you and Horatio?
“It will generate customer satisfaction and allow them to repeat business”.
The first paragraph of an email should generally be:
A greeting + thanking the customer for their message.
Customer Service only happens after a purchase has been made and responds to a specific event.
True or False
False
As a critical reader, you should reflect on:
What the text says,
What the text describes,
Interpretation of the text.
Provide an example of a Proper hold procedure.
“Please allow me 1–2 minutes on the line while I work on your issue.”.
Ellen works at a golf course. During the summer, she drives a golf cart around the course, selling cold drinks and snacks to the golfers. It’s a beautiful day, and the course is especially crowded. Ellen offers one golfer a cold drink, and she replies, “Well, I guess I’ll have time since the play is so slow. It’s not very fun to have to wait so long between holes. Who is running this course? You always set your tee times way too close together!” Ellen’s customer is...
(action)
Complaining
The first paragraph of an email should generally NOT:
Should not be anything other than a greeting + thanking the customer for their message.
Customer Experience refers to the entire customer journey, from start to finish.
True or False
True
SQ3R Stands for:
Skim, Question, Read, Recall, Review
Mention the Call Handling Best Practices:
Taking notes
Avoid interrupting
Project confidence
Build Rapport
What are the social media interactions best practices?
Maintain your brand tone
Be empathetic
Answer the question in public, if possible.
Timing
Don't answer messages that do not require a response.
Which of these is NOT really an apology?
1- Sadly, your package has been delayed in customs.
2- We sincerely apologize for the inconvenience.
3- I am very sorry to inform you that your item was lost.
Sadly, your package has been delayed in customs.
______is the ability to sense other people’s emotions, coupled with the ability to imagine what someone else might be thinking or feeling.
Empathy
The primary objective of all writing is to ________information.
Communicate/provide
Do you need to reply to every comment on social media done by the customer?
Nop
What is one of the best ways to handle irritable/moody customers?
Which offer is the most polite?
1- We will give you a replacement - is that ok?
2- We are going to give you a replacement so you stop complaining.
3- We would like to offer you a replacement; would that be acceptable to you?
We would like to offer you a replacement; would that be acceptable to you?