Show:
EMPATHY
COURTESY
PROFESSIONALISM
ANGRY CUSTOMERS
DEFINE THIS
100
OFFERING THIS GOES A LONG WAY WITH THE CLIENT
WHAT IS AN APOLOGY?
100
ADDRESSING THE CLIENT BY THEIR NAME BUILDS THIS WITH THE CLIENT
WHAT IS RAPPORT?
100
THANK YOU FOR CALLING INTO HRB TECH SUPPORT.
WHAT IS A GREETING?
100
THIS TECHNIQUE IS OFTEN USED TO DIFFUSE AN ANGRY CUSTOMER.
WHAT IS THE H.E.A.T TECHNIQUE?
100
THE SHOWING OF POLITENESS IN ONE’S ATTITUDE AND BEHAVIOR.
WHAT IS COURTESY?
200
DOING THIS ASSISTS YOU IN GAINING UNDERSTANDING OF THE CLIENT’S CONCERN
WHAT IS RESTATING THE CLIENT’S CONCERN?
200
YOU SAY THIS TO BE POLITE WHEN ASKING FOR SOMETHING.
WHAT IS PLEASE AND THANK YOU?
200
MAY I PLEASE PLACE YOU ON HOLD?
WHAT YOU SHOULD SAY BEFORE PLACING ON HOLD? OR GAINING PERMISSION BEFORE PLACING ON HOLD?
200
NOT TAKING THE CLIENT’S FRUSTRATION PERSONAL AND LISTENING TO THE CLIENT IS AN EXAMPLE OF THIS.
ALLOWING THE CLIENT TO VENT?
200
METICULOUS ADHERENCE TO UNDEVIATING COURTESY, HONESTY AND RESPONSIBILITY IN ONE'S DEALINGS WITH CUSTOMERS AND ASSOCIATES, PLUS A LEVEL OF EXCELLENCE THAT GOES OVER AND ABOVE THE COMMERCIAL CONSIDERATIONS AND LEGAL REQUIREMENTS. (WHAT IS PROFESSIONALISM?)
WHAT IS PROFESSIONALISM?
300
THIS IS AN EXAMPLE OF UNDERSTANDING THE CLIENT'S SPECIFIC NEEDS AND TAKING THE INITIATIVE OF SOLVING THE PROBLEM THE CLIENT IS HAVING
WHAT IS TAKING OWNERSHIP OR ACCOUNTABILITY FOR THE CLIENT’S ISSUE?
300
WHEN YOU OFFER ASSISTANCE, YOU ARE EXPRESSING THIS
WHAT IS WILLINGNESS TO HELP?
300
WHAT’S UP, WHAT DO YOU WANT TODAY? IS AN EXAMPLE OF THIS
WHAT IS IMPROPER GRAMMAR?
300
TAKING A MOMENT TO BREATHE OR COUNT TO TEN BY ASKING THE CLIENT IF YOU CAN PLACE THEM ON HOLD IS AN EXAMPLE OF THIS.
WHAT IS CONTROLLING YOUR ANGER?
300
ART OF UNDERSTANDING AND ACKNOWLEDGING A CUSTOMER’S FEELINGS AND NEEDS, BEFORE FINDING A SOLUTION THAT MEETS THEM.
WHAT IS EMPATHY?
400
THE ACT OF HEARING THE CLIENT, REPEATING THE CLIENT'S CONCERN AND RESPONDING
WHAT IS ACTIVE LISTENING?
400
THE ETYMOLOGY OF COURTESY
WHAT IS OLD FRENCH?
400
THIS SHOULD ALWAYS BE YOUR PRIMARY FOCUS.
WHAT IS THE CUSTOMER?
400
THE PHRASE: “I UNDERSTAND YOUR FRUSTRATION AND WILL BE HAPPY TO RESOLVE THE ISSUE FOR YOU.” IS AN EXAMPLE OF THIS
WHAT IS EMPATHY AND OWNERSHIP?
400
THE CODE OF ETHICAL BEHAVIOR REGARDING PROFESSIONAL PRACTICE OR ACTION AMONG THE MEMBERS OF A PROFESSION IN THEIR DEALINGS WITH EACH OTHER.
WHAT IS ETIQUETTE?
500
THIS ALLOWS YOU TO PLACE YOURSELF IN THE POSITION OF THE CLIENT AND UNDERSTAND THEIR FRUSTRATION.
WHAT IS UNDERSTANDS THE IMPACT OF THE CLIENT’S CONCERN?
500
YOU SAY THIS AFTER SOMEONE HAS GIVEN YOU SOMETHING.
WHAT IS THANK YOU?
500
THIS SHOULD ALWAYS BE GIVEN TO THE CUSTOMER BEFORE ENDING A CALL.
WHAT IS CASE NUMBER?
500
THE TONE OF THE CALL SHOULD BE…
WHAT IS POSITIVE?
500
THE PROVISION OF SERVICE BEFORE, DURING AND AFTER A BUSINESS NEEDS ARE MET.
WHAT IS CUSTOMER SERVICE?