Customer Service Pt.1

Who is a Customer? Choose the answer that BEST suits the question.

• Someone who sells at a Tuck Shop

• Someone who operates a call center

• Someone who receives and/or consumes products and services

• All of the above

Based on what we've discussed, what is EXCELLENT Customer Service?

• It means understanding just the importance aspect of a product or Service

• Exceeding the your expectations

• Spoiling your customer

• Exceeding the customer's expectations

Select the BEST answer (s) that are considered characteristics of Excellent Customer Service.

• Listening to the customer
  

• Being Sympathic

• Taking Responsibility

• Professional Staff

• All of the above

Which is NOT an advantage of a Customer perceiving the Sales Agent as confident and Knowledgeable to help them.

• It will increase sales

• Encourages repeat customers

• Discredit credibility

• Increase customer satisfaction

Select the THREE (3) Key Elements of Customer Service

• Condense your Definition of the Product

• Knowing who your Customers are

• Develop a Customer Friendly Approach

• Expand Your Definition of Service

Expanding your Definition of Service means:

• You Limit the amount of time spent with a customer

• Giving the customer everything requested

• Providing satisfaction, having the customer leaving pleased at the result of the transaction

• None of the above

A positive attitude is NOT a destination. It is_____________.

• Something you can read up on temporarily

• Not healthy and recommended

• A way of life

• The trainer's ideology

Select the TWO (2) critical qualities to the "Customer Friendly Approach"

• Consumption

• Correlation

• Relationships

• Communication

Select the BEST answer(s)...Knowing who your Customers are means:

• They need someone to hold their hands and walk them through the process

• You conduct a research on your customers, their habits, and what they want and expect

• Selectively listen to your customer and assume ethnic background

• All of the above

At iTEL BPO Smart Solutions, we a guided by 4 Y's. They are:

• Quality

• Family

• Integrity

• Accountability

• Reliability