Upgrade to remove ads
Only $2.99/month

Civilian Foundation Course - Customer Service

Terms in this set (10)

What type of customer is John assisting?
External
How does having empathy for customers improve your ability to meet their needs?
Empathy allows you to see the situation from the customers point of view and understand his or her needsEmp
What was the customer service characteristic Lisa displayed?
Empathy
In active listening, what is the purpose of paraphrasing?
To ensure that you understand what the other person is saying and to show that you are listening
What key to a better and effective oral communication experience is a customer service representative using when he or she does not answer an inquiry with an inquiry?
Questioning Appropriately
Why should you be careful using humor in a customer service situation?
You may confuse or offend the customer if they don't understand your sense of humor
What key email communication can you use to avoid this type of situation?
use a shared network
What is a key principle of dealing with upset customers that you should NOT do?
Tolerate abuse
What key to dealing with upset customers is a customer service representative using if he or she focuses on staying calm and professional despite what a customer is saying?
Don't take it personally
Which of the following describes an effective technique for dealing with an upset customer?
Try to start solving the problem as soon as possible in the conversation, this shows the customer that you really will help
THIS SET IS OFTEN IN FOLDERS WITH...