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Customer Service Module 2
Terms in this set (26)
___________________________ skills are essential components for every customer service professional.
Learning to communicate the right message to your customers is a critical component to the service they experience.
Good _______________ and __________________ communication skills are necessary for effective customer care.
What are the 4 basic points a customer service representative needs to convey to their customers?
1. They are IMPORTANT.
2. They are RESPECTED.
3. They are VALUED.
4. They are WELCOMED.
Non-verbal communication refers to....
General Body Language
True or False: You should never maintain direct eye contact with your customer.
You should always maintain eye contact so that your customer feels valued, important, respected, and welcomed.
Eye contact with customers should be _________________.
You should maintain the same type of eye contact that you would have when talking with a friend.
Regarding "good" eye contact, DON'T ___________________.
Staring can be intimidating and should be avoided at all costs.
When dealing with a customer complaint, your eyes should...
Express interest and concern
When dealing with a customer, your smile should be ______________, except in the event of a customer complaint.
In the event of a complaint, your facial expression should be caring and show genuine interest. Smiling is not appropriate when faced with a complaint.
True or False: When addressing your customer, you should always tilt your body slightly away from them.
You should always FACE your customer. This lets your customer know that they have your full attention.
___________________ casually while your customer is speaking is very effective when demonstrating your interest and attention.
Nodding indicates agreement and shows you understand your customer's needs.
True or False: When sitting, you should lean forward slightly to indicate interest in what your customer is conveying to you.
How should hand gestures be used when communicating with a customer?
Hand gestures may be used to emphasize or intensify messages, and to act as visual aids. Hand gestures should NOT be used excessively and they should NOT draw attention away from the message you are trying to communicate.
Touch is a valid form of body language BUT it should be avoided because...
it may actually send the wrong message to the customer.
True or False: You should always maintain a distance of at least 4 feet from any customer.
Keeping a distance of 4 feet or more between you and your customer is recommended, if possible, but sometimes it is necessary to be closer; for example, you will need to be closer to help a customer fill out a form.
You should maintain a distance of __________________ from your customer, if possible.
Verbal communication refers to ___________ and ____________.
choice of words
tone of voice
What are the 4 components to Tone of Voice?
(recall the acronym VIPE)
Word choice plays a big role in how a customer perceives a message. The use of these 3 words/phrases is essential in customer service interactions. What are these 3 words/phrases?
1. May I.....
3. Thank you!! (NOT "thanks!" because it is informal)
At the end of your interaction with a customer your CLOSING statements should....
thank the customer and encourage them to return to your business.
What is inflection?
Inflection refers to the modulation or varying pitches of your voice. Inflection is what makes your voice interesting, pleasant and friendly to the customer. Inflection can communicate emotions, feelings, friendliness, warmth, and care.
What does it mean if someone has a monotone voice?
A monotone voice is one that does not have proper inflection. Monotone expressions lack pitch and therefore every word is spoken in exactly the same way.
The _________ you display in your voice reflects your attitude and commitment to satisfying your customer.
Remember....ENERGY is CONTAGIOUS!
The ____________, or level, of your voice can either have a calming effect on upset customers OR cause further irritation and contempt.
Remember, shouting back at a customer who is shouting at you will never calm the situation.
The normal rate of speech, or PACE, is about .....
120-125 words per minute.
True or False: Presenting a professional image is important when interacting with customers, and therefore customer service professionals needs to be mindful of their appearance, dress, and grooming.
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