Module Three

Should the customer service focus be ... ?

b. External

Which of the following most accurately illustrates the customer service skill, Patience and Persistence?

b. Searching for just the right product to fill the customer's need.

"If you treat people right they will treat you right — ninety percent of the time." This quote by Franklin D. Roosevelt illustrates:

b. Service Attitude

Listening to your customers involves not only hearing their words, but also:

b. Understanding what they really mean.

The Service Attitude

A single-minded focus on helping the customer.

Empowerment

Only you can choose how you respond.

Empowerment is the skill of choosing how to think, feel and respond to a situation.

True

Helping a customer takes priority over everything else.

True

Patience and Persistence are essential customer service skills defined by not taking the easy way out.

True

Proper customer service skills can be the difference between a completely satisfied customer and a very unhappy customer.

True

How you think, feel and respond as a customer service representative is determined by:

You

Suppose Susan goes to a used-car dealership looking for a compact, fuel- efficient car. She's on a strict budget, so price is a concern. The salesman, Bob, approaches Susan and asks how he can help her. Which of the following comments would illustrate the Rephrase and Reflect customer service skill?

a. "So you're looking for something that will get good gas mileage at a reasonable price, right?"

Which statement is the most "TRUE"?

a. A professional accepts responsibility for his or her own attitude, behavior and consequences of that behavior.

Complete the following sentence: Thoughts lead to beliefs, which lead to ...

a. Actions

How can you understand the meaning and feeling behind your customer's words?

a. By empathic listening. b. By watching their body language. c. By making eye contact.

Studies show that smiling and laughter:

a. Can change your attitude for the better. b. Increase endorphins and neurotransmitters. c. Decrease the level of the stress hormone adrenaline.

"A strong mental attitude will create more miracles than any wonder drug." This quote by Patricia Neal illustrates:

a. Empowerment

What are the four essential customer service skills covered in Part 1?

a. Empowerment, The Service Attitude, The Art of Active Listening, Patience and

Referring to the situation in Question 28, if Susan didn't find a car she wanted to buy that day, how could Bob have used the Patience and Persistence customer service skill?

a. Keep in mind Susan's requirements and call her when he had something he thought she might like.

Assume the role of a customer service professional who received this complaint. "I ordered 250 3/4-inch widgets last month and you sent me 1/2-inch. Now I'm going to be behind in my production. What can you do about it?" How would you respond using the Rephrase and Reflect skill?

c. "I'm sorry you didn't get what you ordered. I understand how that will put you in a bind on your production. Let's see what we can do to get this corrected quickly."

Rephrasing the content has what effect?

c. It demonstrates to the speaker that you understand his or her content.

A key customer service skill is:

d. All of the above.

Using the scenario from Question 16, how should the customer service representative have responded if he had assumed a service attitude?

b. "John, you're a good customer, and I apologize for the damaged roller. I'll overnight a new roller to you so you'll have it no later than 10:30 in the morning."

Which of the following comments most exemplifies a service attitude?

b. "Let's see how we can get this taken care of right away."

Being internally focused means:

b. Concentrating on how to give the company what it needs.

"You can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you." This quote by Dale Carnegie illustrates:

b. Service Attitude

Reflecting the feeling demonstrates what?

b. You care about what the speaker is saying.

A single-minded focus on company policy is the mark of a good customer service representative.

False

Empathic listening means to cry when you hear a customer's complaint.

False

Fifty percent of communication is through body language and tone of voice.

False

In the opening scene, if the customer was being rude, Karen was justified in returning the attitude.

False

Service attitude is used to measure your sales.

False

The following quote by Albert Einstein illustrates Service Attitude. "Weakness of attitude becomes weakness of character."

False

Which is the single most important skill in dealing with customers?

Listening skills

Customer: Hello, this is John at Speedy Printers, Inc. A couple of weeks ago, I called in and ordered some new rollers for my press. I received them yesterday, but when I tried to install them this morning, one of them was damaged. CSR: Really? I don't know how that could have happened. We make sure those rollers are packed well before we ship them. Customer: Well, all I know is that the roller is damaged and I can't use it. I need you to ship one out to me today. My press is down, and I've got jobs I need to print. CSR: You'll have to ship the damaged roller back to us before we can send you a new one.

Scenario

Adopting a service attitude means focusing on:

The customer

The initial thought about an interaction sets the tone for the entire encounter.

True

The term empowerment, as it relates to customer service, means consciously choosing to think, feel and respond positively.

True

The two results of rephrasing the content are: It ensures you do in fact understand what was said and it demonstrates to the speaker you understand his or her content.

True

The Art of Active Listening

Understand what your customers really mean

Being externally focused means:

a. Concentrating on how to help the customer get what he or she wants.

"Human beings, by changing the inner attitudes of their minds, can change the outer aspects of their lives." This quote by William James illustrates:

a. Empowerment

What happens when a customer service representative empowers himself or herself and adopts a service attitude?

a. He or she takes responsibility for his or her thoughts, beliefs and actions. b. He or she focuses single-mindedly on assisting the customer. c. The customer walks away pleased.

Read the following scenario and decide if the customer service representative is

a. Internally Focused

Which of the following are skills a customer service professional uses to demonstrate his or her Art of Active Listening?

a. Make eye contact. b. Have an attitude of wanting to help. c. Truly understand the customer's problem. d. Observe the customer's body language.

Which of the following demonstrates body language that communicates a desire to help the customer?

a. Making eye contact with the customer, smiling and offering assistance.

Jim entered an electronics store, ready to buy a new TV. The store wasn't busy, but the three salespeople on duty were engrossed in a conversation. Only one of the salespeople even looked up when Jim walked in. After five minutes, Jason approached Jim and asked if he needed any help. Jim said he was looking for a TV, probably a 32- to 36-inch screen. Jason glanced over at his coworkers, still trying to be a part of their conversation. "Did you see the ones we have on sale over there?" Jason asked. "Those are 27-inch screens. I'm looking for at least a 32-inch screen," Jim responded. "Oh, those are right here. Let me know if you have any questions," Jason said, returning to the counter and his friends. Which of the following customer service mistakes did Jason make?

a. Not greeting the customer when he walked into the store. b. His distracted attitude when he did attempt to help Jim. c. Not listening and hearing what the customer was saying. d. Walking away from the customer instead of staying with him and giving him information about the product he was looking for.

Patience and Persistence

a. Problem solving requires tenacity

Which of the following is a listening skill?

a. Remembering a person's name.

How can you better understand what your customers mean and what they are feeling?

a. Rephrase and reflect.

What are the two ways to comprehend the meaning, feeling and subtext of every customer's words?

a. Rephrase the content and Reflect the feeling. c. Repeat the content and Reflect the meaning.

When a customer enters a business, which of these demonstrates a service attitude?

a. Smiling and greeting the customer.

A good customer service professional focuses on:

a. Solving the customer's problem.

Patience and Persistence require

a. Tenacity. b. Staying the course. c. Not taking the "easy way out."