Politeness in Customer Service

Why is politeness particularly crucial in customer service roles?

• It is a requirement by law.

• It allows employees to work fewer hours.

• It ensures customer satisfaction and retention.

• It helps in selling more products.

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

• Yes? Huh?

• Wait a minute.

• Hello. Good morning.

• What do you want?

How does Patricia ask for clarification 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?

• Speak up, I can't hear you.

• Can you repeat that?

What phrase does Patricia use to offer assistance?

• What else?

• What do you want?

• How can I assist you?

• Do you need something?

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

• Can I have your email?

• Email, please.

• Gimme your email.

• May I have your email please?

Why should 'Would you like' be used instead of 'Do you want'?

• It is easier to say.

• It is more formal.

• It is shorter.

• It is more polite.

What is the incorrect way to ask for the number of boxes a customer wants?

• How many boxes do ya want?

• How many boxes are required?

• How many boxes would you like?

• How many boxes do you need?

What is the main reason for avoiding informal language in customer service?

• It is difficult to understand.

• It is not appropriate for professional settings.

• It takes longer to say.

• It is not grammatically correct.

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

• It makes the speaker sound more serious.

• It makes the conversation longer.

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

• It is irrelevant as the caller cannot see you.

What should employees do to sound friendlier on the phone?

• Use a deeper voice.

• Speak faster.

• Use technical jargon.

• Smile while speaking.