WorksheetsKURSUS EFFECTIVE CUSTOMER SERVICE
Total questions: 10
Worksheet time: 5mins
What is Customer Service?
Serving your customers by making them come back to purchase your products.
What you support before and after they buy or use your products and services.
Keeping your customers engaged and happy all the time and they tell others about your products and services.
Managing your stakeholders, brand promise and reputation in order to strategically grow and sustain your company.
What is the best definition of Customer:
An individual who buys your products
An individual who buys and promotes your products
An individual or organization who helps you sustain your business
An individual or organization who buys and uses your products and services in exchange with money or equivalent
The following are the reasons why Customer Service is so important EXCEPT:
It is to ensure companies keep their customers happy and enjoyable
Customers are the backbone of any business
Retaining customers is ensured
Giving customers more choices to shop around for services and products
In order to communicate better with your customers, you should ……..:
Use more words to verbalize your products and services
Enhance more of your own body language and tone of voice to communicate and attract your customers
Improve your smile and grooming to ensure you are always attractive to your customers and that they feel good dealing with you
Have a magnetic charismatic personality and communication skills
What is A.L.O.H.A in engaging and helping your customers?
Attract > Listen > Oblige > Help > Administer
Administer > Loosen > On Going > Happy > Assist
Ask > Listen > Observe > Help > Ask Again
Attractive > Lively > Optimistic > Helpful > Appealing
What is Brand Promise?
The promise made by buyers to their customers.
The management of reputation for companies in dealing with customers.
The same customer experience is consistently provided by the company.
The brand chosen by a company and it is communicated through advertisements.
The following is the process of building your own personal brand:
Communicate > Choose > Enhance > Protect
Choose > Enhance > Communicate > Protect
Communicate > Enhance > Protect > Choose
Choose > Communicate> Enhance > Protect
Arrange the following channels in the correct order of the top 3 most effective communication channel for customers to reach out to you before and after they buy or use your products/services:
Online Live Chat > Phone Calls > Mobile Apps
Phone Calls > Social Media > Web
Phone Calls > Online Live Chat > Web
Web > Mobile Apps > Online Live Chat
The RESULT PYRAMID is adopted in Customer Service as the fundamental principle to attract and maintain customers is:
Positive Customers Experience
Business Results is key to business sustainability
Customers Belief that your products are superior
Actions Speak Louder Than Words
In Customer Service, you adopt the L.A.S.T Method. What does it stand for?
LIVELY > ATTRACTIVE > SOLUTION – FOCUSSED > TRUSTWORTHY
LISTEN > APOLOGIZE > SOLVE > THANK
LIST DOWN > ATTRACT > SERVE > TACTFUL
LOVE > ACCOUNTABLE > SPECIAL OFFER > THANKFUL
