Customer Service Pop Flashcard remake

Front

Choose the most suitable definition of who is a Customer?

Back

A customer is an individual or party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.

Front

The characteristics of excellent customer service include the following except: Listening to the customer, Being empathetic, Realizing the customer’s need/s and providing excellent customer service, Sympathizing with the customer

Back

Sympathizing with the customer

Front

Passive Behavior is exhibited by those who know their rights and the rights of others and are able to express their true feelings. However, they do not respect the rights of others.

Back

False

Front

How can you show that you are actively listening over the phone to a customer?

Back

By using verbal nods such as "yes" or "sure".

Front

What is a “Jargon”?

Back

Terms used within a company that customers are not privy to

Front

Which of the following is an improved phrase: You’re right, that’s bad ………, We will ensure ……., I can try to ………., I'm sorry that is not my department

Back

We will ensure …….

Front

All of the following are characteristics of an effective team with the exception of:
- All need to have the same personality
- Clear series of direction
- Active Reinforcement Systems
- Constructive Interpersonal Systems

Back

All need to have the same personality

Front

Please select the correct types of stress signals: Emotional > Beneficial > Financial, Physical > Emotional > Behavioral, Physical > Mutual > Aggressive

Back

Physical > Emotional > Behavioral

Front

What are the Four “Y”’s of Itelbpo Smart Solutions?

Back

Family > Integrity > Reliability > Quality

Front

Some of the clients that ItelBPO Smart Solutions currently support are? Speedy Loans > Car Rental 8 > Avis>TDS > Hilton

Back

Speedy Loans > Car Rental 8 > Avis>TDS > Hilton