Customer Service Skills Flashcard

Front

What is one way to show good communication skills when talking to a customer?

Back

Listen carefully and ask questions

Front

If a customer is upset, what is the first thing you should do?

Back

Listen to their problem

Front

What is a good service recovery strategy if a customer receives the wrong order?

Back

Apologize and offer to replace it

Front

Why is cultural sensitivity important in customer service?

Back

It helps you respect and understand different cultures.

Front

How can you make a customer experience more personalized? Options: Treat everyone exactly the same, Use their name and remember their preferences, Ignore their likes and dislikes, Offer the same service to everyone

Back

Use their name and remember their preferences

Front

What is an important part of teamwork in customer service?

Back

Communicating and helping each other

Front

Which of these is a sign of effective communication? Talking non-stop, Making eye contact and nodding, Interrupting the speaker, Looking at your phone

Back

Making eye contact and nodding

Front

What should you do if a customer complaint is not valid?

Back

Politely explain the situation

Front

What is a good way to recover from a service failure?

Back

Offer a sincere apology and a solution

Front

How can you show cultural sensitivity to a customer from another country?

Back

Learn about their culture and customs