Customer Service: Soft Skills

Front

The following statement is a description of which soft skill: "Enunciating, speaking loudly enough, and employing an upbeat tone will help you communicate clearly and positively with your customers."

Back

Clear Communication

Front

___________ carefully to customers to know exactly what they need and how you can help them. Demonstrate that you are ___________ _____________ through body language and responses.

Back

Listen, actively listening, listen actively listening

Front

Self-control

Back

You must strive to remain calm and cool, even when your customer is not.

Front

"If customers have a problem with a product or service, focus on what you can do to help them. While you don’t want to seem overly happy when a customer is upset, being proactive and optimistic can help a customer stay positive too." This statement is talking about:

Back

Positive Attitude

Front

When dealing with customers, you want to be able to take control of the situation and do what you need to do in an efficient manner.

Back

Assertiveness

Front

What option best describes conflict resolution?

Back

Always make sure you understand problems clearly and offer customers realistic solutions.

Front

"While you should be friendly with your customers, remember that you are not there to share your life story. When a customer explains an issue he is having, there is no need for you to respond with your own, related problem. A simple “I understand” or “I know how you feel” can make the customer feel understood and appreciated." This statement describes:

Back

Depersonalization

Front

This is a big part of working in customer service, and that includes being able to say, “I’m sorry,” whether it’s for a late shipment or the poor quality of a product. This statement describes:

Back

Taking responsibility

Front

"However, make sure you are never laughing at a customer, such as when they make a mistake or have trouble with something. Instead, laugh with your customers." This statement describes:

Back

Sense of humor