Customer Service Skills
What soft skill involves understanding and sharing the feelings of another your customer?
Empathy
What are the five factors that influence consumer behavior?
Psychological, social, cultural, personal, economic
Name of the process of measuring products, services, and processes against those of organizations known to be leaders in one or more aspects of their operations.
Benchmarking
What does the acronym LAST stand for in customer service and what is it for?
Listen, Apologize, Solve, Thank. This is how employees are expected to handle customer complaints.
What is service culture?
Employees are obsessed with providing superior customer service to clients. Internally, the company provides an excellent environment for its employees.
Which soft skill in customer service refers to the ability to control one's emotions and reactions in difficult situations?
Self-control
This theory states that our actions are motivated by certain physiological and psychological needs that progress from basic to complex.
Maslow's Hierarchy of Needs
What are the two main sources of data in research referring to info that was made specifically for the study and info that was taken from public sources?
Primary and secondary information
What term refers to the various points (channels) of contact between a customer and a company?
Touchpoints
What term involves to anticipate customer’s wants and needs, personalize the customer experience, give them a nice surprise
Emotional loyalty
What soft skill involves the ability to deliver information clearly and effectively
Clear communication
What term refers to a detailed description of a typical customer, including demographics, interests, and behaviors?
Buyer persona
Name and explain one of the conflict management styles.
Avoiding, accommodating, competing, collaborating, compromise
What term refers to the integration of all available channels (working together) to create an amazing customer experience?
Omnichannel
What is a brick-and-mortar store?
Organization or business with a physical presence in a building or other structure.
Which soft skill involves being able to address conflicts between customers or between a customer and the company?
Conflict resolution
Mention the 5 stages Maslow’s hierarchy of needs:
Physiological needs, safety needs, love and belonging, esteem needs, self-actualization
What is a focus group?
Research method that brings people in a room to provide feedback regarding a product, service, concept, or marketing campaign.
What type of system is used by companies to manage and analyze customer interactions and data throughout the customer lifecycle?
CRM (Customer Relationship Management)
In what year was the movie The Fifth Element released and what actors played the male and female main characters?
1997. Bruce Willis and Milla Jovovich
Customer empathy map: what is it and what are the areas involved?
It's a template that organizes a user’s behaviors and feelings to create a sense of empathy between the user and your team.
Do, say, think, feel
What is the meaning of IVR and what is it for?
Interactive Voice Response. Technology that allows incoming callers to access information via voice response system without having to speak to an agent and having their call routed to specific departments or specialists.
Mention the 5 stages of Benchmarking process:
Planning, collection of information, analysis of data, action, monitoring
What are the three main customer satisfaction metrics?
NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), CES (Customer Effort Score)
Main focus, nature, skills required, duration of the interaction, KPI's, knowledge needed