The customer wants...
There are _____ dimensions to customer service.
five
The "T" in HEART stands for _____.
trustworthy
Examples of "tangibles" include ____, _____.
food, clothing, house, etc.
If a problem occurs, _____ blame the customer.
don't
Something intangible can't be _____.
seen, held, etc.
Delivering exceptional service means finding ways to exceed your _____ expectations.
customers
When you are "empathetic", you give each customer your _____ attention.
undivided
T or F: Customers want service which has HEATR.
T
Don't use email, when a _____ is faster.
phone call
There are five _____ dimensions.
service
The "H" in HEART stands for _____.
helpful
Being "able" means you consistently demonstrate _____.
credibility/knowledge/skill
Being "responsive" applies all the time, not just when there's a customer _____.
problem
Ask _____ , and listen carefully to the customer's needs.
questions
Don't just _____ customer expectations, exceed them.
meet
The "E" in HEART stands for _____.
empathetic
Being "responsive" means being _____- active, rather than reactive.
pro
Commit yourself to exceeding your customer's _____.
expectations
When you don't know how to help, _____ someone else who can.
find
T or F: The "A" in HEART stands for "action".
F - able
The "R" in HEART stands for _____.
responsive
Being "trustworthy" means acting in the customer's best ______.
interest
Learn as much as you can about each customer's unique _____.
needs
Always keep your _____ to the customer.
promises
"HEART" is an example of an _____.
acronym