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Customer service Civilian Foundation

Terms in this set (10)

Customers want organizations to be ___________ in meeting their needs or in finding a solution that will satisfy them.
Flexible
Which of the following is an INTERNAL customer?
A co-worker who requires your approval stamp on paperwork
What type of customer is John assisting?
External
What was the customer service characteristic Marcos displayed?
Resiliency
What was the customer service characteristic Lisa displayed?
Ownership
What key oral communication principle is a customer service representative using when he or she realizes different organizations use different terminology and therefore communicates with customers in clear and common terms for most of society?
Avoid jargon
What key oral communication principle is a customer service representative using when he or she does not answer an inquiry with an inquiry?
Question Appropriately
What is the best definition of active listening?
Understanding what the other person is really trying to say
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
What is NOT a key principle to remember when dealing with upset customers?
Tolerate abuse
THIS SET IS OFTEN IN FOLDERS WITH...