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Terms in this set (25)
You should use__________language when dealing with a customer.
How is Performance Measured?
What is the definition of a metric?
A standard for evaluating something.
A Customer Service Representative is responsible for the energy he or she brings to an interaction with a customer.
What does CRM stand for?
Customer Relationship Management
Effective communication includes:
Listening to the customer, focusing on everything a customer has to say, & avoiding interrupting the customer
Why should you ask questions?
To gain more information and make sure you understand the customer's issue.
If you can't give the customer exactly what they want, what should you do?
Try to find a solution that works for both the customer and the company
What can help you identify the root cause of the issue?
You can show empathy by:
Trying to view the problem from the customer's point of view
If you know what the issue is, you do not need to restate the problem to the customer.
Why should you thank the customer after resolving the issue?
To reassure the customer that the company values both them and their business
A great attitude will help grow your relationship with customers.
What is NOT an example of a metric?
If you can't ask all the questions you'd like, you should ask as many questions as you can and make the best decision you can with the information you have.
Showing compassion when correcting an issue can help to mend the relationship:
What can it cost a company if a Customer Service Representative does not know how to do his or her job?
Money & Customers
Why should a Customer Service Representative follow through on promises he or she made?
To help rebuild a customer's trust
What is the first thing you should say to an upset customer?
Your technique for resolving a customer's issues should______________.
Change based on the customer's needs
Which of the following is a normal task of a Customer Service Representative?
Coming to work on time
What resources should a Customer Service Representative use to make difficult decisions?
Company policy, culture, and common sense
A CSR should not use email, newsletters, managers and other employees to stay current on information.
Which of the following are techniques for managing personal stress?
Being in the moment, taking deep breaths & putting oneself in the customer's shoes
How does the customer experience impact the company?
It affects every area of the customer's relationship with the company.
THIS SET IS OFTEN IN FOLDERS WITH...
introduction to customer service
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