Font size
WorksheetsCustomer Service
Total questions: 16
Worksheet time: 15mins
Customer Service can either be:
Good, Mediocre, or Bad
High, Medium, or Low
Large, Medium, or Small
Good, Relative, or Boring
Customers think that the most important factor when deciding to do business with the company is the kind of customer service they provide.
True
False
No idea.
Jan Carlzon defines a Moment of Truth as "The instance of interaction between a customer and a service provider that gives the customer an opportunity to _____________ an impression about the service provider."
form or change
create or break
relive
recover
What are the two practical needs of the customer?
Having their problem solved.
Having their question answered.
Getting a refund when they feel disgruntled.
Venting their frustration on social media.
What are the three emotional needs of the customer?
The need to feel welcome.
The need to feel important.
The need to be understood.
The need to express anger.
The need to be hugged.
Pick three reasons for bad customer service.
The response is too slow.
The service is impersonal.
Poor online unavailability or website design.
Service is available 24/7.
The customer's name is mentioned often in the conversation.
Why should we be grateful when a student or parent complains?
How we respond to our students' and parents' emotional needs (more than just their practical needs) will determine how loyal they will be to LPU.
True.
False.
I don't know.
What are the 3 steps to handling difficult customers?
Respond to emotional needs, get back to them on a specific day and time with a resolution, make sure you get back as promised and focus on the solution.
Respond to emotional needs, commit to getting back to them on a specific day and time, and have someone else get back to them with the solution.
Remind the customer to calm down, then provide the solution in a professional manner.
More customers talk about bad customer service than good customer service.
True
False
Maybe
What should you avoid when speaking with a disappointed customer? Pick two answers.
Sounding defensive.
Make excuses.
Allow them to vent.
Try to listen for the cause of their disappointment.
Why is it advisable to allow the student or parent to vent when he or she is angry?
It allows them to release tension and allows you to listen for the cause of their anger.
To show them respect because we need their money.
So that we can be productive and do other things like paperwork or respond to messages while he/she vents.
What is the risk of not being able to identify if a customer is disappointed or angry? Pick three answers.
You do not get the chance to rectify the situation.
Their disappointment can lead to escalated emotions such as anger.
We lose their business especially if they walk away angry.
We don't get promoted.
There's no risk because they can always talk to someone else more knowledgeable.
How can practicing SPIES be helpful in your job?
What is the result when we consistently provide GOOD customer service?
What are the ways to be proactive in your job? Pick three.
Attend trainings for personal and skill development.
Conduct regular one-to-ones or huddles with your team.
Focus on the what-ifs and looking at the big picture.
Keep silent when you are not sure what to do in your job, and just try to figure it out yourself.
Consistently exceeding your time at the office so you get more done.
