Exceptional Customer Service

What is active listening?

• Active listening is a technique that involves only hearing the words spoken by the speaker without trying to understand the underlying message.

• Active listening is a technique that involves interrupting the speaker and sharing personal experiences.

• Active listening is a communication technique that involves fully focusing on, understanding, and responding to the speaker.

• Active listening is a technique that involves pretending to listen while actually thinking about something else.

Why is active listening important in customer service?

• Active listening can lead to misunderstandings in customer service.

• Active listening is not important in customer service.

• Active listening is important in customer service because it allows the customer to feel heard and understood.

• Active listening is only important for certain customers in customer service.

What are some key active listening skills?

• Maintaining eye contact, nodding, using nonverbal cues, asking clarifying questions, summarizing or paraphrasing, avoiding interrupting or judging

• Avoiding eye contact, shaking head, using verbal cues, not asking questions, not summarizing or paraphrasing, interrupting or judging

How can you demonstrate effective communication with customers?

• Demonstrate effective communication with customers by actively listening, using clear language, showing empathy, providing timely responses, using positive language, adapting to preferences, following up, and seeking feedback.

• Demonstrate effective communication with customers by interrupting them, using technical terms, showing insensitivity, providing no responses, using offensive language, disregarding preferences, not following up, and avoiding feedback.

• Demonstrate effective communication with customers by talking over them, using jargon, showing apathy, providing vague responses, using rude language, disregarding preferences, not following up, and avoiding feedback.

• Demonstrate effective communication with customers by not listening, using confusing language, showing indifference, providing delayed responses, using negative language, ignoring preferences, not following up, and avoiding feedback.

Why is effective communication important in customer service?

• Effective communication in customer service is a waste of time.

• Effective communication in customer service only leads to misunderstandings.

• Effective communication is important in customer service because it helps build trust and understanding between the customer and the service provider.

• Effective communication is not important in customer service.

What are some barriers to effective communication with customers?

• Barriers to effective communication with customers are non-existent

• Barriers to effective communication with customers are lack of technology, lack of resources, and lack of time

• Barriers to effective communication with customers are lack of knowledge, lack of interest, and lack of motivation

• Language barriers, cultural differences, physical barriers, distractions, and emotional barriers.

How can you build rapport with customers?

• Ignore their needs and concerns

• Interrupt them while they are speaking

• Provide generic and unhelpful assistance

• To build rapport with customers, you can: 1. Show genuine interest and empathy towards their needs and concerns. 2. Listen actively and attentively to their feedback. 3. Communicate clearly and effectively. 4. Provide personalized and timely assistance. 5. Be reliable and follow through on commitments. 6. Show appreciation and gratitude for their business. 7. Resolve any issues or complaints promptly and professionally.

Why is building rapport important in customer service?

• Building rapport is not important in customer service

• Establishing trust is not necessary in customer service

• Building rapport can lead to decreased customer satisfaction

• To establish trust and a positive relationship between the customer and the representative, leading to increased customer satisfaction, loyalty, and repeat business.

What are some strategies for handling difficult customers?

• Ignoring the customer, arguing with the customer, blaming the customer

• Active listening, staying calm, empathizing, offering solutions, seeking assistance

How can you remain calm and composed when dealing with difficult customers?

• Get defensive and argue with the customer.

• Practice active listening, empathize, maintain a positive attitude, and focus on finding a solution.

• Blame the customer for the issue and refuse to take responsibility.

• Ignore the customer's complaints and continue with your own agenda.