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WorksheetsCustomer Service
Total questions: 15
Worksheet time: 8mins
Communication is comprised of the following skills / elements:
Thinking
Listening
Talking
If the Customer perceives you as confident in your abilities to help them,it will do the following:
Decline in service levels
Encourage repeat customers
Refuse to do business with you
You can match a customer's communication style by?
Talking over the customer
Matching the customer's vocabulary
Ignoring the customer
Shouting
The two critical qualities to the 'Customer Friendly Approach are'?
Effective Communication
Paraphrasing
Apologizing
Building Relationships
All the following are Common Barriers to Listening except
Prior Knowledge
Distractions
Emotional Carryover
Brain Freeze
What is Excellent Customer Service
Transferring the Customer
Saying you're sorry
It means exceeding (going above and beyond the the customer's expectations
Sympathizing with the customer
Which of the following is a characteristic of excellent customer service?
Being Empathic
Sympathizing with the customer
Putting the customer on mute
The different levels of listening are?
Ignoring
Attentive
Selective Listening
Pretend listening
What are Jargons?
Stress Signals
Communication Styles
Terms used within a company that customers are not privy to
Terms used to describe people
Family> Integrity> Reliability >Quality, these are the _ _ _ _ Values of itel international
(a)
In which country was the first itel location opened?
(a)
Who is the Ceo of itel International?
Joseph Headly
Yoni Epstein
Joel Osteen
Horane Marshall
Some of the clients that itel international currently support are?
At&t>Apple>Fifa>Flow>Amazon
Altice > TDS > Speedy Loan > The Bradford Exchange > activEngage
Hertz>Avis>Delta>Epay>Grace
Hyatt Hotels>JC Penny>Payless>Target>Marriot hotels
What are the Four “Y”’s of Itelbpo Smart Solutions?
Friendly,Hospitality,Prosperity,Genorosity
Family > Integrity > Reliability > Quality
Formality>Reliability>Dependability>Responsibility
Faithfully>Courageously>Inspirationally>Resourcefully
Who is an Internal Customer?
Your friend next door
Someone who buys goods on amazon
People who have a relationship with,and within your company,either through employment or as partners
