Services and apps

What service do you use the most at home?

• Internet

• Light

• Water

• None

Services are normally...

• Intangible

• Tangible

• Incredible

What are some examples of services? (Select 3)

• Phones

• Teaching

• Telecommunication

• Transport

When you have a problem with your internet conection, what do you do?

• Try to fix it myself

• Call customer service

• Cry

• Wait

What are some characteristics that a customer service representative (CSR) or agent should?

You can get information from your customer by asking questions.

• True

• False

I can use both open and closed questions to get information from the customer

• True

• False

How can you confirm you have the most accurate information from the customer?

• Making more questions

• I cannot confirm

• Repeating what the customer said