Customer Service
The most powerful form of advertising?
What is Word of Mouth
A top down oriented organization involves
Upper management at the top of the hierarchy
What is the goal of resolving customer service issues? (LinkedIn Training)
Resolving the issue or explaining what happens next, or explaining why the problem can't be resolved.
Perception is...
A way of interpreting something, individual to each person, affects how we evaluate a service encounter
To be effective in dealing with others, service providers should:
Be open-minded and accept that someone else has a different belief system
Customer Service training should
Involve all employees
What is the first (1st) key of Fill the Glass Service?
What is make it memorable
Listening with the intent to understand is an example of what? (LinkedIn Training)
Seeking to understand through listening
Recognizing one's emotions and there effects and knowing one's strengths and weaknesses are competencies of...
What is Self Awareness
When you are dealing with a customer with a disability and are unsure if they need help, you should:
Ask “May I help you?"
This would be a primary expectation for most hotel guests...
What is cleanliness
What should you do when a customer is disrespectful, difficult, or offensive?
Call your Manager to intervene.
The benefit of using partnering language is: (LinkedIn Training)
It shows customers you're on their side, and it also helps you create calm and puts you back in control.
How long does it takes for the average customer to form a first (1st) impression of a company and its employees? (OTEC Training)
Approximately 2 seconds
The AODA standards apply to:
All organizations (public, private, and not-for-profit) with one or more employees in Ontario.
Who are a company's most loyal customers?
Those who have had a problem resolved
Resolving customer problems effectively has a strong impact on customer satisfaction and loyalty.
What is service failure and service recovery
The five needs of every customer are:
service, price, action, appreciation, quality
Outside contractors hired to measure a company's customer-centric service program.
What is mystery shopping
Which type of barrier is the easiest for you as an individual to adjust?
An attitudinal barrier
Customers will feel their call is not important if the call is not answered within ___ rings.
What is 3
What process does the acronym GALAT represent?
Service Process
Credibility is based on:
knowledge, reputation, honesty, professionalism
Expectations are...
Based on experiences and expectations
The characteristics, values, beliefs and factors that make people different yet similar....
What is Diversity