Customer Service Basics

Who are your customers?

• Internal Customers

• External Customers

• Both Internal and External Customers

• None of the above

_________________ means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back.

What are the professional qualities in Customer Service?

• Friendliness

• Equality

• Motivation

• Information

____________ need to be empowered to satisfy customers.

Which tone of voice says "I am enthusiastic and excited!"

• Flat tone of voice

• None of the above

• Loud voice

• High pitch, rapid voice

It is a communication tool that is often the first or last place a customer comes in contact with an organization or company.

• Fax Machine

• Telephone

• Social Networking Sites

• Email

Phrases that should never be used because they frustrate and anger customers.

• "You are right - that is bad."

• "I don't know."

• "No."

• "That's no my job. / That's not my department."

• All of the above

Instead of saying "I don't know," it is better to say:

• "I couldn't find what you're looking for."

• "Let me transfer you to my supervisor."

• "That's not my scope of work."

• "Let me look into this and get back to you ASAP."

If a customer expresses annoyance or frustration, your response should be:

• "It's not my fault."

• "Call me back."

• "Calm down."

• "I understand your frustration, let's see how we can solve this problem."

Customer service is not a department, it is an ____________.