Chapters 1-2
What is Customer Service?
Meeting and exceeding customer expectations by providing helpful, high-quality, and consistent service.
What is Feedback?
The words you choose to respond to a person. Part of “Encoding”
What are stereotypes?
A generalization made about an individual or group and not based on reality.
People who have difficulty making a decision or making a selection when given choices of products or services are ?
Indecisive
Which generational cohort makes up one-fourth of the population and spends over $200 billion a year?
Millennials
Name 2 traits of a good customer service representative
Patience, good communication skills, empathy, and a positive attitude.
Name 2 ways to show people you are focused
Showing attention, active listening, personalized interactions, responsiveness, and professionalism
What is the difference between hearing and listening?
Hearing is the passive process of perceiving sound, while listening is an active process of paying attention and understanding the message.
What is the final step in the problem-solving process?
Monitoring the results
____ are informational or discussion websites that contain articles or comments posted chronologically on the web.
Blogs
What are internal and external customers?
Internal customers are people within the company (like coworkers), and external customers are the people who buy or use your service or product.
Give 2 Examples of nonverbal communication
Facial expressions, body language, eye contact, and gestures.
What is perception?
How someone views an item, situation, or others.
The ________ refers to a term coined by Tony Alessandra related to going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated
Platinum Rule
Which strategy should be adopted for successfully providing effective customer service over the telephone?
Always answer on the third or fourth ring.
Why is listening important in customer service?
It helps you understand the customer's needs, solve problems effectively, and build trust.
What is paraphrasing?
The rewording of someone else’s ideas that use different words that retain the original meaning. Used to show understanding.
Name 3 characteristics of an active listener.
Eye contact, Attentive, asks questions, avoids distractions, Patience, Provide Feedback, Body Language
_______ cultures are groups in which members value themselves as separate from their group and are responsible for their own destiny.
Individualistic
Which category of channel partners includes organizations that are intricately meshed with another company's internal operations?
Tactical
What is the importance of first impressions in customer service?
First impressions shape how customers view the business; they happen quickly and are hard to change.
Name 1 Vocal Cue
Tone of voice, volume, rate of speech
Identify 2 behavioral styles based on the acronym RIDE
Rational, Inquisitive, Decisive, Expressive
When a company provides what is promised, dependably and with quality, it is considered to be ?
Trustworthy
What is an easy way to show respect when conversing with customers?
Stop talking when the customer begins.