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Question: Imagine you’re a chat service agent and you're trying to help a customer cancel a subscription.
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Match examples of cues your customer might give you to the key categories they best demonstrate.
Question: Imagine you’re a chat service agent and you're trying to help a customer cancel a subscription.  Match examples of cues your customer might give you to the key categories they best demonstrate.
Mood cues = "You want me to go through it AGAIN?" Communication style cues = "I just need to know how to opt out and get a quick resolution to this." Mood cues = "You don't get the point" Product knowledge cues = "I know how to manage my subscription channels, but I’m getting an error message that indicates a problem on your end."
How can understanding your customer’s cues help in a service situation?
Instruction:Â Choose all options that best answer the question.
How can understanding your customer’s cues help in a service situation?
Instruction:Â Choose all options that best answer the question.
- You’ll know how to transfer their call more quickly
- You can demonstrate you are paying attention, which makes you more likely to earn their trust and appreciation (correct)
- You can more easily stay on script no matter what they say
- You can personalize your service strategy to fit the unique needs of that customer (correct)
What one statement demonstrates the most appropriate response to customer cues in a service interaction?
Instruction:Â Choose the option that best answers the question.
What one statement demonstrates the most appropriate response to customer cues in a service interaction?
Instruction:Â Choose the option that best answers the question.
- When dealing with a relationship-oriented person, respond by asking short yes-or-no questions
- When interacting with a customer with high product knowledge, respond by acknowledging their knowledge and leveraging it to help them (correct)
- Stay on the script no matter what happens
- When dealing with an anxious customer, ignore the urge to acknowledge their feelings
As a CSR, what are strategies that can help you get the most from your customers’ cues?
Instruction:Â Choose all options that best answer the question.
As a CSR, what are strategies that can help you get the most from your customers’ cues?
Instruction:Â Choose all options that best answer the question.
Match categories of customer cues to the responses that best demonstrate a CSR appropriately adjusting to those categories.
Instruction:Â For each option, select the best answer choice.
Match categories of customer cues to the responses that best demonstrate a CSR appropriately adjusting to those categories.
Instruction:Â For each option, select the best answer choice.
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Study Notes
Customer Cues
- Customer cues are clues that customers provide about their needs, expectations, and emotions during a service interaction.
Understanding Customer Cues
- Understanding customer cues helps service agents provide better service.
- Helps identify customer needs, address concerns effectively, and build rapport.
Responding to Customer Cues
- Example: When a customer says they're feeling frustrated, an appropriate response is to acknowledge their frustration and empathize with them.
Strategies for Effective Cues
- Active Listening: Pay close attention to what customers say, both verbally and nonverbally.
- Empathy: Try to understand the customer's perspective and feelings.
- Questioning: Ask clarifying questions to confirm understanding and gather more information.
- Summarization: Summarize the customer's concerns to ensure you understand them correctly.
Categories of Customer Cues and Responses
- Frustration: "I'm really frustrated with this process!"
- Response: "I understand your frustration. Let's see what we can do about it." - Acknowledge and empathize.
- Confusion: "I'm not sure what you mean by that."
- Response: "Let me explain that again in a different way." - Clarify information.
- Urgency: "I need to get this done as soon as possible."
- Response: "I understand you need this taken care of quickly. Let's prioritize this." - Emphasize urgency.
- Positivity: "I'm glad I called you. You're so helpful."
- Response: "It's my pleasure to help. How else can I assist you today?" - Acknowledge and reinforce positive interactions.
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