Service Excellence: Cultivating Rapport with Customers

Front

What is the importance of building rapport with customers?

Back

Building rapport with customers is critical to a firm's profitability, leading to positive relationships, increased sales, and profits.

Front

What are some techniques for building rapport with customers?

Back

1. Welcome customers with a smile and eye contact.

2. Introduce yourself clearly.

3. Use a friendly tone and address customers by name.

4. Be attentive and use appropriate body language.

Front

What are critical service attributes of a service professional?

Back

1. Customer first mindset

2. Positive attitude

3. Professional competence

4. People orientation

5. Basic respect

6. Resourcefulness

7. Reliability

8. Personalised responsiveness

9. Pro-activeness

10. Teamwork

11. Personal responsibility

12. Resilience

13. Service orientation.

Front

What are the types of questioning techniques used in customer service?

Back

1. Open-ended questions for complete information.

2. Probing questions for detailed information.

3. Close-ended questions for confirming or denying information.

Front

What are the different types of customers and their requirements?

Back

1. Cross-cultural customers

2. Customers with language differences

3. Elderly customers

4. Young customers

5. Customers with special needs.

Front

What are some causes of service breakdowns?

Back

1. Broken promises

2. Faulty products

3. Poor service attitude

4. Discourtesy

5. Lack of training

6. Uncooperative colleagues

7. Condescending attitude.

Front

What are the consequences of poor customer service?

Back

1. Loss of customers

2. Negative ripple effect

3. Damage to company reputation

4. Increased costs of acquiring new customers.

Front

What are the steps in service recovery techniques?

Back

1. Listen to the customer.

2. Apologise and empathise.

3. Own the problem.

4. Act to solve.

5. Follow up.

6. Document the issue.

Front

How should service professionals handle customers with special needs?

Back

Treat them equally, provide necessary assistance, and respect their preferences and privacy.

Front

What is the significance of a positive attitude in customer service?

Back

A positive attitude helps in creating a welcoming environment, enhances customer experience, and encourages repeat business.