CSS Ch 4 Flash Cards

Front

Key Objectives of Customer Service Skills

Back

Recognize key customer service skills and develop strong nonverbal communication abilities.

Front

Elements of Nonverbal Communication

Back

Includes facial expressions, eye contact, posture, gestures, voice tone, movement, touch, and appearance.

Front

Identifying Body Language Cues

Back

Pay attention to signals indicating a customer may need assistance, such as looking around expectantly or making eye contact.

Front

Handling Multiple Customers

Back

Politely ask one customer if you can briefly help another and use transition statements to manage time between customers.

Front

Service Recovery Process Steps

Back

Stay composed, apologize and thank, listen and investigate, and propose solutions.

Front

Product Exchanges and Returns

Back

Aim to satisfy the customer and, when possible, convert returns into exchanges.

Front

Building Customer Relationships

Back

Keep records of customer preferences and follow up after purchases to build loyalty.

Front

Professionalism and Employability Skills

Back

Maintain a positive attitude and professional appearance, affecting interactions with customers, coworkers, and brand perception.

Front

Communication Styles

Back

Analytical, Intuitive, Functional, and Personal styles, each with unique preferences for interaction.

Front

Verbal and Digital Communication Tips

Back

Ensure tone, pitch, and volume match the intent of your message; use polite, positive language in emails or text and proofread for clarity.