Customer Service training

What does letter "S" in ASAP technique stand for?

• Satisfy

• Sympathise

• Serve

• Smile

Which part of ASAP technique was used in this phrase: "I understand and indeed, that must be extremely frustrating"?

• Apologise

• Prepare to help

• Accept responsibility

• Sympathise

What does P stand for in the ASAP technique?

• Prepare to help

• Postpone the help

• Party

• Pause

The customer is complaining about the waiting time. Reply with the boomerang technique:

• Thank you for pointing this out, this is a valuable information.

• We take time to process your order to be sure you receive the best products.

• I will personnally make sure you are satisfied with our services.

• This is your opinion, other customers have never complained.

Which behavior helps staying mindful at work?

• Eating lunch in front of a screen

• Not taking any short breaks

• Doing one thing at time

• Checking phone every 5 minutes

Is this statement true or false?

Mindfulness can increase service quality which is likely to be accompanied by reduced job burnout.

• TRUE

• FALSE

Mindfullness means:

• Having your mind full of ideas

• Bringing attention in the present moment without evaluation

• Having in mind all the deadlines

Mindfulness can improve the service quality if the employees eat in front of the screen.

• TRUE

• FALSE

Multitasking is the essential element of Mindfulness.

• TRUE

• FALSE

To stay mindful you should:

• Eat mindfully

• Eat in front of your screen

• Multitask

• Take regular breaks

• Give full attention to every task