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CES foundation module 7 customer service

Terms in this set (13)

Customers want organizations to be ___________ in meeting their needs or in finding a solution that will satisfy them.
flexible
Which of the following is NOT something customers want from a typical customer service situation?
Rigid_adherence_to_established_procedures
How does having empathy for customers improve your ability to meet their needs?
Empathy_allows_you_to_see_the_situation_from_the_customer's_point_of_view_and_understand_his_or_her_needs.
In active listening, what is the purpose of paraphrasing?
Ensuring_you_understand_what_the_other_person_is_saying_and_to_show_that_you're_listening.
Why should you be careful using humor in a customer service situation?
Humor_may_confuse_or_offend_the_customer.
What is NOT a key principle to remember when dealing with upset customers?
Tolerate_Abuse
Which of the following does NOT describe an effective technique for dealing with an upset customer?
Try_to_start_solving_the_problem_as_early_as_possible_in_the_conversation.
Which of the following is an INTERNAL customer?
A_co-worker_who_requires_your_approval_stamp_on_paperwork.
What was the customer service characteristic Lisa displayed?
Ownership
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 key e-mail communication principle is best to use when replying to an e-mail message that has made you angry?
Use_the_24-Hour_Rule
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 was the customer service characteristic Marcos displayed?
Resiliency
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