Platinum Standards of Customer Care

How should you begin your calls? (Select all that applies)

• Warm 

• Sleepy

• Enthusiastic

• Unfriendly

Answer explanation

Begin every call with a warm and enthusiastic tone of voice to make the customers feel welcome and important to you and the company.

For providing excellent customer service you should express:

(Select all that applies)

• Energy

• Empathy

• Willingness to help

• Product knowledge 

Answer explanation

Expressing empathy and willingness to help is essential for providing excellent customer service.

What do customers want when they contact us?

(Select all that applies)

• To be provided with a positive resolution

• To be listened attentively

• To get compensations 

• To be understood

Answer explanation

When customers reach out to us they want to be listened and understood. You need to listen attentively to be able to understand their needs, ask appropriate questions and pinpoint the best possible solution.

Be all ears for your customers!

What does the EARS model stand for?

• Effectiveness- Asking questions -Relationships-Specialist

• Energy – Adherence  - Reflection – Summary  

• Encourage – Ask Questions – Reflect – Summarize

Answer explanation

EARS is the model that epitomizes the best way to listen in an engaged manner to show the customer that you are fully concentrated on them and their query.

What is the goal of customer service?

• To take ownership of the customer’s issue 

• To meet customer’s need 

• To provide the best resolution for the company

• To sound professional  

Answer explanation

The goal of customer service is to meet the customer's need in a timely manner. This means using the resources wisely to revolve customer' query in the most effective way and let them recognize this effort.

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