Politeness in Customer Service

Why is politeness particularly crucial in customer service roles?

• It helps in building a personal relationship with customers.

• It ensures faster service delivery.

• It is essential for maintaining a professional image.

• It allows employees to avoid difficult questions.

What is the first thing Patricia says when she answers the phone?

• Hello. Good morning.

• Wait a minute.

• What do you want?

• Yes? Huh?

How does Patricia respond when she can't hear the caller?

• What? Huh? Can't hear you.

• I'm afraid I didn't hear what you said. Could you speak a little louder, please?

• Can you repeat that?

• Speak up, I can't hear you.

What is the polite way to ask for someone's email according to Patricia?

• Email, please.

• Gimme your email.

• May I have your email please?

• Can I have your email?

What phrase does Patricia use to offer assistance?

• What do you want?

• How can I assist you?

• Do you need something?

• What else?

Why is 'Would you like' preferred over 'Do you want' in customer service?

• It is more direct.

• It sounds more polite.

• It is easier to say.

• It is less formal.

What is the impact of using informal language like 'Gimme' in a professional setting?

• It can make communication faster.

• It is preferred by most customers.

• It is acceptable in all situations.

• It is only suitable in informal settings.

What is the effect of smiling while speaking on the phone?

• It is irrelevant as the caller cannot see you.

• It can be heard and makes the speaker sound warmer.

• It makes the speaker sound more serious.

• It makes the conversation longer.

What should employees in customer service positions be trained to do while speaking?

• Smile, as it can be heard in their voice.

• Avoid asking questions.

• Use informal language to sound friendly.

• Speak quickly to save time.

What is the main takeaway from the video regarding customer service communication?

• Use informal language to connect with customers.

• Focus on speed rather than politeness.

• Politeness and warmth can significantly impact your career.

• Avoid smiling as it is not visible.