Customer Service Essentials

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Customer Service

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provided to customers before, during, and after purchase

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Active Listening

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concentrating, understanding, and responding to a customer

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Empathy

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and sharing the feelings of another

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Handling Complaints

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and resolving customer grievances effectively

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Positive Language

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words that create a positive impression

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Customer Satisfaction

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of how products or services meet customer expectations

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First Call Resolution

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a customer's issue on the first contact

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Upselling

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customers to purchase a more expensive item

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Cross-Selling

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related products to a customer

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"I need a refund."

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me assist you with the refund process."