Customer Service & Phone Etiquette

Customer services mean all interactions between a customer and a product only at the time of sale

• True

• False

Most successful businesses recognize the importance of providing outstanding customer service.

• True

• False

• Depends

One of the following is not a skill needed for a good customer service

• Self control

• Assertiveness

• Mumbling

• Responsibility

How to deal with angry customers?

• Let them vent

• Interrupt them

• Listen carefully

• Give non acurrate solutions

You must always remember for a good customer service

• Professionalism VS. Personality

• Effective Communication

• Acknowledge customer emotion and situation

• Enhance customer service strategy

Phone etiquette is the way you use bad manners to represent yourself and your business to customers via telephone communication.

• True

• False

Phone etiquette is importatn because it creates a good impression of the company

• True

• False

Some elements of a good phone etiquette are

• Friendly Greetings

• Tone of Voice

• Active Listening

• Appropiate Closing

Some tips for a good phone etiquette are

• Be positive

• Actively listening

• Take notes

• Satisfy customer needs

For a good phone etiquette you must maximize interruptions

• True

• False