Core 4 of Customer Service - Student Edition

What are the Core 4 Values of Customer Service?

• Avoid Eye Contact

  Smile

  Speak Monotone

  Stay Connected

• Make Eye Contact

  Smile

  Speak Enthusiastically

  Stay Connected

• Make Eye Contact

  Be Serious

  Speak Enthusiastically

  Close the Conversation Immediately

• Look at the person

  Laugh

  Speak Clearly

  Listen

Maintaining eye contact with others is key because it makes them feel (a)   around you.

What might someone think if you are staring in the distance or not making eye contact?

What could be the problem with frowning when you talk to someone?

• They might feel you aren't welcoming.

• They might not want to work with you.

• Even if you are helpful, they might think you aren't or don't enjoy helping them.

• All of the above.

A smile (a)   you in.

When is speaking enthusiastically especially important?

• When presenting

• When trying to convince someone to change their mind

• When you talk on the phone

• When you are at a football game

Speaking enthusiastically can involve your (a)   of voice.

Speaking enthusiastically not only involves your tone of voice, but also the (a)   you use.

Why could short, curt responses not get you the response you are hoping for?

Interactions should always feel (a)   rather than transactional.