A good _______________ is essential to a business when providing customer service

• speaking voice

• attitude

• first impression

• hair style

When greeting a customer you should always

• smile and shake their hand

• tell the customer how you feel today

• thank them for the communication

• multitask and ask them to repeat

when putting a customer on hold you should

• ask for permission

• estimate the hold time

• provide updates

• all of the above

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

• True

• False

Upon closing a call you should _____________

• hang up

• offer further assistance

• sigh

T/F…….you should never identify yourself to the customer

• True

• False

How do you show empathy in customer service

• Understanding the situation

• Acknowledging what you hear

• Relate to the customer

• All of the above

When dealing with difficult customers we should always

• interrupt

• get angry

• offer solutions

• worry about the next call

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

• Acknowledge

• Approve

• Account

• Apologize

What can cause a customer to be rude

• bad day

• personality

• work

• money