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Customer Service Defined
Terms in this set (36)
What is Customer Experience?
The thoughts and feelings about an interaction with an employee or business.
How much does customer service impact the customer experience?
weather they give a company repeat business they refer others to the company.
What is customer Service?
Is the assistance and advice provided by a company to those people who buy or use HS products of services.
What is in person customer service?
Any interaction where the customer and employee are face to face.
What is virtual customer service?
Any interaction where the customer and employee are not face to face.
What do customers typically notice during in person interactions?
Appearance, work space, facial expressions, body expressions, body language, tone.
What do customers typically notice during virtual interactions?
Why are manners important?
Good manners send a powerful message.
What phrases are good phrases to use to show good manners and courtesy?
Hello, Welcome to, Sir/Ma'am, I apologize for, Mrs/Mr
How does believing in yourself affect your attitude?
Gives you a confident boast.
Why Should you be open minded when dealing with customers?
You should not mistreat others.
What are some things you can do to maintain a positive attitude?
Take care of your body and mind. Leave your personal worries at the door.
Why is it important to tell the truth?
When you are dishonest the truth eventually comes out.
How can knowing the company's products/services help you behave ethically?
You can highlight the pros and cons of what you offer.
How can you be someone on whom others rely?
When you say you will do something follow through.
Why should you take responsibility for your mistakes?
Others will respect you.
Who should care about the customer experience?
It is every person who works there.
Why should you care about your employer's success?
It will result in good customer service.
How does a non-customer facing employee still impact customer service?
Poor leadership eventually trickles down to the customer.
How did Justin's behavior affect the customer's survey response?
They did not get a good review.
Based on the survey results, do you think Katherine will return to Best Purchase? Why do you feel that way?
No, She did not have a good outcome of service.
Based on what Katherine shared on social media, will new customers go to Best Purchase?
No, The rating are not good.
Do you think loyal customers who are also friends with Katherine will continue to go to Best Purchase?
No, They will not like poor customer service.
What is one of the effects of satisfied customers?
What is one of the effects of unsatisfied customers?
Social media and customer complaints
What are three ways for companies to gain feedback?
Surveys, Social media, customer complaints
Why do you think each of these are useful?
Help businesses gain feedback
What are welcome words?
Yes, Absolutely, I'd be happy to
What are two types of questions can you ask a customer?
Open Questions and Closed Questions
Define each of the two types of questions?
Require more than a yes or no answer and Require only a one-word answer
How do you demonstrate active listening?
Show empathy, facial expressions, nodding, and words like I see, Hmmm, and I understand
When speaking with a customer, where should you focus be?
on the customer's needs by facial expressions and nodding
How should you handle a customer's questions?
By restating the question or asking a clarifying question.
What is a reason to remain objective when dealing with customers?
This will help you avoid jumping to conclusions.
Why is it important to listen completely?
If you are thinking about what you are going to say you aren't really listening.
Why is professionalism important?
You represent the company in everything you say and do.
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