Customer Service: Soft Skills

The following statement is a description of which soft skill: "Enunciating, speaking loudly enough, and employing an upbeat tone will help you communicate clearly and positively with your customers."

• Conflict resolution

• Listening Skills

• Clear Communication

• Assertiveness

Tags

CCSS.RL.8.3

CCSS.RL.2.6

Mark the options that correspond to hard skills

• Time management

• Typing Speed

• Leadership

• A degree or certificate

___________ carefully to customers to know exactly what they need and how you can help them. Demonstrate that you are ___________ _____________ through body language and responses.

Tags

CCSS.L.8.3A

CCSS.L.8.1B

CCSS.L.8.1D

CCSS.L.2.1F

What would be a correct definition for self-control?

• You must strive to remain calm and cool, even when your customer is not.

• Patience and self-control will not keep you from getting upset and you will say something inappropriate.

• Remember to take it personally when the customer is upset.

Tags

CCSS.RL.11-12.2

CCSS.RL.9-10.2

CCSS.RI.8.2

CCSS.RL.8.1

CCSS.RL.7.2

"If customers have a problem with a product or service, focus on what you can do to help them. While you don’t want to seem overly happy when a customer is upset, being proactive and optimistic can help a customer stay positive too."

This statement is talking about:

• Self-control

• Positive Attitude

• Conflict Resolution

• Taking responsibility

Tags

CCSS.RL.8.3

CCSS.RL.2.6

"When dealing with customers, you want to be able to take control of the situation and do what you need to do in an efficient manner."

• Depersonalization

• Self-control

• Positive attitude

• Assertiveness

Tags

CCSS.RL.8.3

CCSS.RL.2.6

What option best describes conflict resolution:

• If you cannot find a solution that works for a customer, just hang up.

• Do not escalate the issue to someone else who can solve the problem.

• Always make sure you understand problems clearly and offer customers realistic solutions.

• Don't think creatively; often you will need to think of solutions that fit the needs of a specific customer.

Tags

CCSS.RI.11-12.4

CCSS.RI.9-10.4

CCSS.RI.9-10.4

CCSS.RI.8.4

CCSS.RI.7.4

"While you should be friendly with your customers, remember that you are not there to share your life story. When a customer explains an issue he is having, there is no need for you to respond with your own, related problem. A simple “I understand” or “I know how you feel” can make the customer feel understood and appreciated."

This statement describes:

• Empathy

• Depersonalization

• Conflict resolution

• A sense of humor

Tags

CCSS.RL.8.3

CCSS.RL.2.6

"This is a big part of working in customer service, and that includes being able to say, “I’m sorry,” whether it’s for a late shipment or the poor quality of a product."

This statement describes:

• Self-control

• Clear communication

• Listening Skills

• Taking responsibility

Tags

CCSS.RL.8.3

CCSS.RL.2.6

"However, make sure you are never laughing at a customer, such as when they make a mistake or have trouble with something. Instead, laugh with your customers."

This statement describes:

• Clear communication

• Assertiveness

• Sense of humor

• Listening Skills

Tags

CCSS.RL.11-12.2

CCSS.RL.9-10.2

CCSS.RI.8.2

CCSS.RL.8.1

CCSS.RL.7.1