Customer Service

What is the definition of a metric?

A standard for evaluating something.

Showing compassion when correcting an issue can help to mend the relationship:

True

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

You can show empathy by:

Trying to view the problem from the customer's point of view

Which of the following are techniques for managing personal stress?

Being in the moment, taking deep breaths & putting oneself in the customer's shoes

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

What does CRM stand for?

Customer Relationship Management

A CSR should not use email, newsletters, managers and other employees to stay current on information.

False

If you know what the issue is, you do not need to restate the problem to the customer.

False

What is the first thing you should say to an upset customer?

I apologize.

How does the customer experience impact the company?

It affects every area of the customer's relationship with the company.

Effective communication includes:

Listening to the customer, focusing on everything a customer has to say, & avoiding interrupting the customer

How is Performance Measured?

Metrics

What can it cost a company if a Customer Service Representative does not know how to do his or her job?

Money & Customers

You should use__________language when dealing with a customer.

Positive

What can help you identify the root cause of the issue?

Research

What is NOT an example of a metric?

Shoe type

Why should you ask questions?

To gain more information and make sure you understand the customer's issue.

Why should a Customer Service Representative follow through on promises he or she made?

To help rebuild a customer's trust

Why should you thank the customer after resolving the issue?

To reassure the customer that the company values both them and their business

A Customer Service Representative is responsible for the energy he or she brings to an interaction with a customer.

True

A great attitude will help grow your relationship with customers.

True

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.

True