Customer Service

Front

What is essential to a business when providing customer service?

Back

first impression

Front

When greeting a customer, what should you always do?

Back

Thank them for the communication.

Front

When putting a customer on hold, you should:

Back

Ask for permission, estimate the hold time, and provide updates.

Front

T/F……… a cold transfer requires an introduction to the other party

Back

False

Front

Upon closing a call you should _____________

Back

offer further assistance

Front

T/F: You should never identify yourself to the customer.

Back

False

Front

How do you show empathy in customer service?

Back

Understanding the situation, Acknowledging what you hear, Relate to the customer

Front

When dealing with difficult customers, what should we always do?

Back

offer solutions

Front

The HEARD principal stands for Hear, Empathize, ________, Resolve, & Diagnose.

Back

Apologize

Front

What can cause a customer to be rude?

Back

bad day