Customer Service: Mindset

If you want to adopt a customer service mindset, it needs to be a part of your team's

• motto

• longe-range plan

• culture

• short-term goals

Ideally, every conversation involving a teacher technology problem to solve should have a

• a partial resolution

• partial solution

• answer in at least 24 hours

• positive take-away

Helping teachers to solve thier own problems will help them in the long run. When might be a good time to teach teachers how to figure out an answer to a problem versus just telling them how to solve it?

• teacher work week

• professional development day

• day grades are due

• 5:00 in the afternoon

The best types of questions to ask to get to the bottom of an issue are

• probing questions

• closed ended questions

• open ended questions

Your tone of voice can make a difference when a teacher calls for help. To be sure your tone of voice is poitive,

• smile

• keep your voice monotone

• Grumble

• ask questions

Which of the following is NOT a trait of a customer service mindset?

• Listening Skills

• Good Salesmanship

• Social Skills and Manners

• Positive Mindset

• Problem Solver

The key to saying yes to most situations is to

• Try to be nice

• Just don't say no.

• Challenge your initial reaction.

Ultimately, the heart of “saying yes” is about framing your mindset and behavior in a way that’s

• Not saying no.

• respectful of everyone

• open and receptive to other people’s ideas,

• kind to everyone.

Fill in the blanks. Say _________ to the person even if you have to say _______ to the idea.

• No, Yes

• Yes, Yes

• No, No

• Yes, No

What's the difference between listening and hearing?

• We listen 45% of the time.

• Listening is active. Hearing is passive.

• Listening is passive. Hearing is active.

• We are better at hearing than listening.