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Customer Service 1 - Customer Service Foundations / Become a Customer Service Specialist / LinkedIn Learning Pathway
by Jeff Toister
Terms in this set (40)
What is NOT a common name for an external customer?
Contractors are more often viewed as internal customers, not external customers, even though they don't work for your company.
A personal customer service vision should focus on _____.
how your customers feel about the service you provide
The way a customer feels is critical to their perception of the service you provide.
If you work in Accounting, who would be considered your customer?
anyone you serve
A customer is anyone you serve. This could be someone outside your company or an internal employee.
What is the best universal definition of Outstanding Customer Service?
service that exceeds your customer's expectations
Service that meets expectations is not very memorable, so you need to exceed expectations to make an impression.
People go above and beyond because _____.
they get something out of it
Many customer service professionals find it personally rewarding to go the extra mile.
Your tone of voice can sound more positive when you add _____.
dynamics such as a slightly higher pitch and volume
Changing your voice dynamics can make you sound friendlier.
Why is rapport an essential customer service skill?
Rapport helps break down barriers between you and your customer.
Rapport can make customers feel more comfortable working with you.
How do you use the 10 and 5 technique to greet customers?
Use a non-verbal greeting at 10 feet and a verbal greeting at 5 feet.
Give customers a non-verbal greeting when they're within 10 feet, then a verbal greeting as they get closer.
What is the biggest obstacle to likability when serving customers via written channels?
Customers can't see your body language or hear your tone of voice.
This is the biggest obstacle to likability. You have to be extra careful about the words you use when customers can't see your body language or hear your positive tone.
What will most effectively enhance the warmth and friendliness of your tone of voice?
Our facial expressions are closely tied to the way our voice sounds.
All of the following are recommended techniques for building rapport with your customers, except: _____.
Give them some space - let the customer greet you first.
Waiting for a customer to greet you might make them feel unwelcome.
Which question is the best way to start a conversation with a face-to-face customer?
What brings you in today?
This sort of open-ended question can encourage a customer to share more about their underlying needs, so you can better help them.
Which customer need is the most important to address?
Customers can still feel good when their emotional needs are met, even if their rational needs are not.
Which of these is not a recommended way to serve your customers more effectively?
Speed up your email writing tasks.
Responding to emails too quickly can often lead to mistakes, which generates even more email!
What is the first step in meeting an upset customer's emotional needs?
Let them vent.
Letting a customer vent allows the person to expend some of their negative emotional energy, which usually makes them easier to serve.
Which is the best choice when telling a customer that something will take between two and four weeks?
It may take up to four weeks.
Giving customers the latest expected date helps set expectations that are more easily met.
What is the best way to tell a customer that you will follow-up with them by the end of the day?
I will call you by 5pm today.
Clear and specific time language can help you avoid misunderstandings.
Proactively looking for opportunities to surprise and delight customers is called _____.
the extra mile mindset
Many extra mile opportunities will go unnoticed unless you consistently think about providing extra mile service.
What is NOT an important reason to uncover customer needs?
Uncovering needs helps you explain your policies and procedures.
Policies and procedures aren't of central importance. Uncovering customer needs helps you better understand how you can serve each customer.
How can you empathize with a customer if you haven't had a similar experience?
Think of a situation where you experienced similar emotions.
Which statement is most true about empathy?
It must be sincere in order to be effective.
Sincerity is a hallmark of true empathy.
When should you AVOID using the preemptive acknowledgement technique?
when an angry customer asks to speak to your supervisor
The preemptive acknowledgement will not work once a customer is already angry.
What do you put inside the circle when you do the circle of influence exercise?
The things you have control over.
The inside of the circle represents your sphere of influence, so things you can control go on the inside.
What is the most impactful thing you can do to prevent negative customer emotions?
Spot the problem before the customer gets angry.
This lets you acknowledge the situation and offer a solution before a customer gets upset.
When emotions become so strong that they take over the rational part of the brain, it's called _____.
It is called Emotional Hijacking because emotions effectively "hijack" the rational part of the brain.
How does the partner technique help defuse angry customers?
It makes customers realize you genuinely want to help them.
Customers often feel better when they feel that you're on their side and truly want to help them.
What is true about attitude anchors?
They help you anchor your attitude in a positive place.
Attitude anchors are designed to help you maintain a positive attitude even in the face of stormy obstacles.
What is a benefit of taking ownership of a problem?
You can prevent customers from getting angry.
Customers often feel better when someone takes ownership of a situation and prevents the customer from getting the runaround.
A customer tells you that a new product is difficult to use. What is the best way to respond to this customer feedback?
Identify specific issues and share any tips you have for resolving them.
Sharing tips is something you can do right away to make things better for your customer.
The primary reason to collect customer feedback is to _____.
prevent repeat problems
Which type of attitude anchor is something that helps you get back in a positive mood when you're feeling grumpy?
Why does the preemptive acknowledgement work?
It prevents your customer from experiencing negative emotions.
Studies have shown that when a customer mentions an employee by name in a survey, _____.
they are much more likely to give a positive rating
What can the nine dot puzzle tell us about understanding our customers' needs?
You should try to avoid getting locked into a certain perspective.
What's a great way to build authentic rapport with your customers?
What should you do if you use a pre-written email template?
Make sure your message is consistent.
What is the best approach for active listening?
Give customers your full attention and purposefully trying to understand them.
Why might you want to start a conversation with a customer?
all of these answers:
- Make the customer feel more comfortable.
- Reduce customer perception of wait time.
- Identify additional ways to serve them.
Which statement is the best example of ownership language?
Let me see what I can do to help you.
Who ultimately decides if your service is poor, good, or outstanding?
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