Customer Services-Basics
What a customer does when they are unhappy
What is Complain?
Making a commitment to a customer that you are not able to keep.
What is Overpromise?
Some customers will be irate. You must have:
What is Empathy?
Your customer will rely on you for your experience in the subject and skills. You must have:
What is Knowledge? If you don't know use your resources!!
Use knowledge when a customer calls with a concern or problem
What is solve the issue?
When a customer thinks something is true, but unfortunately, it may not be supported by the facts.
What is Belief or perspective?
What employees do when they take their frustration out on the customer, because of a previous customer or co-worker
What is Kick the Dog?
Some customers will be full of questions or be chatty. You must have:
What is Patience?
The customer is always right. The ability to swallow one's pride to accept the negative feedback. You must have:
What is Thick skin?
It is very important to have an _____ in your voice when your greet the customer.
What is Greet a customer with a smile?
The person the customer is seemingly always getting passed to.
What is Supervisor?
The hardest thing for the customer to admit.
What is the issues is not on the providers end?
Every customer is different, some may even seem to change week to week. You must be able to handle surprises. You must have:
What is Adaptability?
Part of the personal touch is making sure your customer feels understood and showing you care.
What is be empathetic?
It can be frustrating if a customer wants to chat when the call is already a long call You must:
What is be polite but take control of the call to close it when issue is resolved?
Training employees to make decisions on their own to help customers
What is Empowerment?
A way we show aggression or aggravation without saying it
What is your Tone of voice ?
Ensure you convey to customers exactly what you mean. You need:
What is Clear communication?
500 Bonus points if you can tell me the major reason for confusion that we talked about?
Make sure you are fully meeting your customers' needs. By doing this at the end of every call.
What is offer further assistance?
Repeating the customers concerns helps the customer feel
What is understood?
Giving the customer the opportunity to tell you what the the issue is or to complain is allowing what?
What is Feedback?
A customer the company may need to suspend.
What is a Non-Pay?
Customers appreciate a rep. who will see their problem through to its resolutions. You must have:
What is taking Ownership?
Your customer will feel even more valuable if you treat them with
What is sincerity?
Customer are more likely to feel loyal toward a company when
What is show we care?