CS final

which web driven technology allows agents or specialists to approach customers that are online and offer assistance

chats

discuss the qualities that a successful customer service manager should posess

comfortable assigning tasks, know the job, good at facilitating cooperation between departments, know how to motivate and monitor CSRS and know how to resolve conflicts//// self-motivated, integrity, organized, communication skills, listening skills

a ___________ is the method that a customer uses to communicate with a company

contact point

__________________ occurs when the sales person promotes products related to that ordered, thus selling an extra product in the process.

cross-selling

_____________ are the beliefs about service a customer has before an interaction

customer expectations

this occurs when an organization retains its best customers as a result of finding and intentionally retaining customers who regularly purchase from them

customer loyalty

__________ is a business strategy that integrates the functions of sales, and customer service, using technology and massive databases of information

customer relationship management (CRM)

___________ is the process of satisfying the customer, relative to a product or service whatever way the customer defines his or her need and having service efficiency, compassion, and sensitivity)

customer service

the requirement phrase, the acquisition phase, the ownership phase, and the retention complete the

customer service life cycle

telemarketing is a form of ____________

direct marketing

which of the following is not a step that you would use to resolve a conflict

discuss the problem in an open setting instead of private

a customer who feels betrayed will be looking for _______ that is a compensation

service recovery

list and describe five examples of social media

social media is very popular among gen z 1. Instagram 2. Twitter 3. TikTok 4. Facebook 5. Snapchat

punctuality, positive attitude, and cooperation are an example of

soft skills

a type of non-spoken communication that includes tone of voice, eye movement, gestures, and facial expressions

body language

repeating back what is said using other words for clarification

paraphrasing

list and describe four basic customer needs

1. fair pricing 2. quality of products/service 3. the availability of business employees to help them through contact channels including in person, on the phone, or by email 4. exceptional customer service

which if the following is the most associated with poor customer service showing customers lack of courtesy or attention, using inappropriate behavior, projecting an indefferent attitude

people turnoffs

passing a customer from one employee or department to another

ping ponging

a force that motivates and energizes you rather than makes you anxious

positive stress

discuss the components of an effective customer win-back plan

acknowledge the customers patronage/business, point out business improvements and changes, empathize with the customer and provide possible incentives //// figure out why they want to leave

the ability to solve problems, resolve differences, and capture opportunities

active listening

what can crs do to become better listeners while non native customers are speaking

all of the above (avoid making judgments, be a patient listener, dont pretend to understand)

strategies that will help you improve active listening skills include

all of the above (be ready to listen, take notes, demonstrate that you are listening)

most people have difficulty listening effectively when

all of the above (dealing with conflict, criticism, they are feeling anxious)

components of a win-win negotiation that csrs should use are to

all of the above (focus on interests, separate the people from problem, insist the best solution based on mutual)

a manager may determine the quality of service representatives customer relations by

all of the above (reviewing email, monitoring customer service calls, direct observation)

when deciding on an appropriate dress code, most organizations take into consideration

all of the above (the business public image, safety standards, and nature of work)

the most important reason angry customers behave the way they do is

all of the above (they have had prior bad experiences, they resented loss of money, they feel a loss of control)

customer service employees know they are valued and appreciated when companies

all of the above (train them, empower, and reward)

general guidelines for using your voice effectively include

all of the above (use a steady rate, never allow over loud, increase the energy)

an example of positive body language is

an alert and upright posture

list and describe the four personalities of customers

analytical (values information. They need facts and figures and they are never afraid to ask more questions. These are the people that do their homework, analyzing every possibility before making a purchase), driver (goal-oriented decision makers. They have a lot to manage and therefore have zero time for nonsense. They are results-driven leaders who need to make things happen in order to reach the success they desire), amiable (The Amiable customer is kind of like a picky hoarder. They don't just do business, they build a network. They have a list professionals attached to every need in their life they rarely stray from them out of loyalty and fear of having to trust someone new. They have a strong need to belong and relate to a group. They are dependable, "go with the flow," customers that want the best for everyone around them), and expressive (they thrive on small talk, because to them, social communication is the easiest way for them to trust someone. They want each product or service they invest in the contribute to their desire to be accepted and adored. They are also great idea generators and love out-of-the-box concepts)

__________ is a process of learning to recognize signs that you are taking action to calm down and deal with situation in a positive way

anger management

a legally binding process that begins when both parties sign an agreement permitting arbitrator to conduct a fact-finding hearing and make a final decision

arbitration

________ is the power to give commands, enforce obedience, or make final decisions

authority

which duty is not included in a csr job description

avoids alerting upper management to trends or conditions with the companys products or services

calls to service rep that are completely resolved on the first call

first-call resolutions

which generation title identifies people born 1965-1981, they work to as the pervious generation

generation x

discuss the traits and skills csr should posess

good communicator, patient, respectful, time management skills, stress management, multi-tasking,

explain the consequences of ineffective listening

misunderstanding, errors, hurt feelings and loss of trust

a ________ is an episode in which a customer comes in contact with the company, however remote, and thereby has an opportunity to form an impression

moment of truth

an interpersonal process requiring a give and take between the participating parties

negotiation

identify the elements and interpretations of body language

nonverbal communication 1. eye-contact 2. posture 3. gestures 4. movement 5. facial expressions

which of the following is an effective way for a csr to demonstrate commitment development

obtaining certification

organizing your work area and preparing a monthly schedules are examples of

organizational skills

when placing a caller on hold cannot be avoided it is important to

tell the customer why you you would like to put them on hold and ask for their permission

in reference to a SWOT analysis, changes in the external environment that may be challenges to the company would be known as

threats

identify and describe at least three web-driven service technologies

web-driven service technologies allow customer to reach a company through the use of the Internet. 1. direct messaging or virtual chat 2. blog 3. online forum 4. email

discuss approaches to use when handling extreme customers, both quiet and vocal

when a customer is extreme and vocal, they are often angry, they are loud, blame others, and will interrupt you. You should remain calm and try to sympathize with them. You need to listen to what they have to say. You should offer them a genuine apology and let them feel heard. You want to try and calm them down throughout the conversation. After they vent, come up with a solution to satisfy them. A quiet customer is not one that will cause a scene. They rarely provide feedback or tell you how they feel or what they are thinking. You should try to be proactive when them. Identify potential problems and avoid them. Ask them questions and try to draw out their opinions. Be friendly but do not make them uncomfortable. Always offer help but do not pressure them. After encounter, thank them and let them know you appreciate and ask for feedback.