GRIT Customer Service Workshop Quiz

You should always DO THIS on a call, because us customer can hear it even if they cannot see it.

• Sneeze

• Smile

• Chew

Some Basic Customer Service support skills

we discussed include:

• Competency, Patience, and Positivity

• Patience, Energy, and a Fast Pace

• Positivity, Accountability, Longevity

The goal behind outstanding customer service is to become Indispensable, which means we are what to them:

• Absolutely Necessary and Essential

• A Great Resource of Information

• A Free Dinner

Providing Outstanding Customer Service gives us a ______

• Competitive Advantage

• Desire to Learn More

• 5 Start Review

Happy Customers Tell 3 Friends, while Unhappy Customers tell...

• 3000 Friends

• Their Neighbors

• No One

My Team benefits from my extra efforts because

• We learn from each other and it brings a positive energy

• We get a Pizza Party when we do great

• Some ones gotta do it.

How often do you have to be in a good mood?

• Until you've run out of coffee

• 100% of the Time

• For at least 1/2 of your shift

The introduction to a call should NOT be answered with

• How Can I help you?

• Thank you for calling...this is___

• We can absolutely help you with that.

Match the following probing questions

• What was your loved ones name?

• Closed Ended Question

• Did __ own any property?

• Closed Ended Question

• Did __ have a bank account?

• Open Ended Question

• When did __pass away?

• Open Ended Question

Match the following Forbidden Phrases with their Replacement

• What we can do ..

• We Cant

• Let me find out for you.

• Hold On

• Do you have time to hold?

• I Dont Know

• You'll want to

• You'll Have To