A
What are the 3 levels of service?
Poor, Satisfactory, Exceptional
What is your prize for winning this game?
Skip an Online Training!
What do you begin and end each customer interaction with?
Heart
At what temperature does water boil?
212 degrees
Customers mainly react to our ________________ messages.
Non-verbal
Why do customers not remember a satisfactory service?
It matched their expectations- no stand out
What % of dissatisfied customers will tell the business?
4%
What are some trigger words or phrases?
Problem, Mistake, Reject, Our policy is, No problem, Calm down, Next, If you'll just be quiet for a moment
True or False: Customers remember a satisfactory service.
False
How do you know what your customer service score is?
Report cards/Supervisor calls
Wrapping Christmas presents and writing a thank you note are examples of .
Generating a WOW
It takes 12 positive experiences to make up for ______ negative experience.
1
What are products/services judged by actual performance compared to some objective standard of how it should work? (Lawn Mower)
Customer Expectations
What is this training called?
Customer Service vs. Customer Experience
What are some customer expectations?
Transactions handled accurately and efficiently, friendly and courteous interactions, products work properly, problems solved the first time, and able to get to the right person
Advocacy focuses on .
What is best for the customer
What is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance
Customer Service
What are 2 opportunities to create a WOW?
Welcome, Acknowledgement, Offer, Transaction, The what else, Goodbye
These can be ambiguous, vary from person to person, and is based on customers own values and standards? (Drinks in a restaurant)
Expectations of Quality Service and Quality Experience
What are some things to do to advocate for your customers?
Check policies, seek customer feedback, cross-functional communication
Customer service is not _________, it is a ____________.
Common sense, learned skill
Expressing genuine interest and concern, keeping customers informed of delays and progress are examples of ____________.
Service-minded behaviors
What is the product of an interaction between an organization and a customer over the duration of their relationship
Customer Experience
What did Johnny do?
Hand wrote notes to put in grocery bags
What are some customer wants and needs?
Listened and heard, take responsibility, pay attention to details, valued and appreciated, remember it's their money and time, cared for, and feel special