Customer Service

Front

A good _______________ is essential to a business when providing customer service

Back

first impression

Front

When greeting a customer you should always
Options:
smile and shake their hand,
tell the customer how you feel today,
thank them for the communication,
multitask and ask them to repeat

Back

thank them for the communication

Front

When putting a customer on hold you should: ask for permission, estimate the hold time, provide updates?

Back

All of the above.

Front

T/F……… a cold transfer requires an introduction to the other party

Back

False

Front

Upon closing a call you should _____________

Back

offer further assistance

Front

T/F…….you should never identify yourself to the customer

Back

False

Front

How do you show empathy in customer service? Understanding the situation, Acknowledging what you hear, Relate to the customer

Back

All of the above

Front

When dealing with difficult customers we should always

Back

offer solutions

Front

The HEARD principal stands for Hear, Empathize, ________, Resolve, & Diagnose

Back

Apologize

Front

What can cause a customer to be rude?

Back

bad day