Customer Service 101

Open Ended

In your own understanding, what do you think is Customer Service?

​What is Customer Service?

1. ​It is how a company deals with its customers before, during and after the use of service

2. It is following best practices like valuing customers' time, having a pleasant attitude and providing​ knowledgeable resources.

3. It is taking things a step further to exceed expectations rather than just meeting them.​

Poll

Choose the most polite statement

• What is your WSB account number?

• Can I have your WSB account number?

• May I have your WSB account number

Open Ended

In your own understanding, what is rapport?

​What is Rapport?

​You build rapport when you develop mutual trust, friendship and empathy with someone.

There are 4 key elements of building rapport, namely; Empathy, ​authenticity, similarity and shared experience.

In short, building rapport requires you to put yourself in customer's shoes, understand what they are going through and assure them you will assist.​

​Active Listening

​This is a way of listening and responding to another person that improves mutual understanding. It involves paying attention, gathering information and not interrupting You can show active listening by doing the following

1. ​Demonstrate concern

2. Paraphrase to show understanding

3. Use nonverbal cues​ to show you paying attention

4. Brief verbal affirmations like "I see", "Alright" etc.

5. Asking open-ended questions​

​Active Listening can help you solve customer queries faster.

Open Ended

Imagine you manage a team of 10 agents. 40% of your agents are above the age of 30 and the other 40% are below 25 and 20% of your agents are between the ages 25 - 30. You fire one agent above 30 and suspend 2 agents below the age of 25.

How old is the manager of the department?