Customer Service 101

Open Ended

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

Multiple Choice

The goals of providing customer service are similar despite the differences between organizations in their focus.

• True

• False

What Is Shift Work?

The term shift work refers to any work schedule that falls outside the hours of 7 am and 6 pm . Shift work can include evening, night, and early morning shifts, as well as fixed or rotating schedules.

Remember

1. Remain polite & speak calmly
2. Try not to panic
3. Keep eye contact
4. If you are unsure of their question, ask for them to expand
5. If you don’t know the answer, be honest, but make sure you find someone else to help, don’t just leave
6. Ask the customer to follow you to a location, don’t just point to it
7. Always finish off with the final question, Is there anything else I can help you with?

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?

​- Name of Author

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