W.A.V.E Customer Service

What is of the following is NOT a strategy for dealing with an irate caller?

• Listen to their concern without interruption

• Paraphrase their problem back to them

• The moment they begin cursing, hang up

• Get your supervisor involved if they become belligerent

When you need to place someone on hold, which is the best quote?

• "Hold one moment"

• "Give me a few minutes and I'll get back with you"

• No quote, they just listed to the district music.

• "May I place you on hold for a brief moment"

Where do our "customers" interact with us in physical spaces?

• Parking Lot

• Single Point, Main Office, Student Services

• Hallways

• All of the Above

The physical appearance of our spaces has an affect on our customer service

• True

• False

With general etiquette, which of the following is NOT a verbal cue?

• Offer a greeting

• Hand Shake

• Identify yourself (name)

• Ask "How may I assist you"?

How should you end a conversation with a customer to ensure they are satisfied?

• "Is there anything else I can help you with?"

• "Goodbye."

• "Please don't call us again."

• "Thank you for calling, have a great day!"

What is a key element of active listening when interacting with customers?

• Interrupting to provide a solution

• Summarizing what the customer has said to ensure understanding

• Thinking about your response while the customer is talking

• Asking unrelated questions

Which of the following is an example of non-verbal communication?

• Writing an email

• Maintaining eye contact

• Speaking on the phone

• Listening to a voicemail

The "W" in the District's W.A.V.E acronym stands for ...

• Wonderful

• Work

• Wasteful

• Welcome

The A in W.A.V.E stands for ...

• Achieve

• Accolades

• Amazing

• Attitude