Podcast
Questions and Answers
Taking Responsibility When a customer comes to you with a problem it is important that you take ______ to solve the problem.
Taking Responsibility When a customer comes to you with a problem it is important that you take ______ to solve the problem.
responsibility
You can take responsibility for a customer complaint in the following ways: Listen without interruption and with full attention Behave without aggression, and without ______
You can take responsibility for a customer complaint in the following ways: Listen without interruption and with full attention Behave without aggression, and without ______
arguing
Do not extend excuses for the problem, and thank the customer for drawing their attention to it and helping solve it Express sympathy and full ______
Do not extend excuses for the problem, and thank the customer for drawing their attention to it and helping solve it Express sympathy and full ______
understanding
Begin the Problem Solving Process Introduction: After you have listened to, and taken reasonability for, the customer's complaint the problem solving process will ______
Begin the Problem Solving Process Introduction: After you have listened to, and taken reasonability for, the customer's complaint the problem solving process will ______
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Ask ______ to get more complete picture of the situation.
Ask ______ to get more complete picture of the situation.
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Identify the Customer's ______
Identify the Customer's ______
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Explain What You Can and Cannot ______
Explain What You Can and Cannot ______
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Discuss ______
Discuss ______
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Undertake the agreed upon action ______
Undertake the agreed upon action ______
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Ask any CEO of a company, president of a bank, manager of an office, minister or staff person and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince the audience how much they believe in ______ service.
Ask any CEO of a company, president of a bank, manager of an office, minister or staff person and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince the audience how much they believe in ______ service.
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It is our mission, it is our number one priority, it is our goal, it is why we are in business, etc...,” often prove to be mere ______.
It is our mission, it is our number one priority, it is our goal, it is why we are in business, etc...,” often prove to be mere ______.
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Unfortunately, these same “customer friendly” executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are ______ and overblown.
Unfortunately, these same “customer friendly” executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are ______ and overblown.
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The three key elements of customer service are: Expanding your Definition of Service, Deciding Who Are Your ______?
The three key elements of customer service are: Expanding your Definition of Service, Deciding Who Are Your ______?
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How you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer ______.
How you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer ______.
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“Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide ______.
“Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide ______.
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In essence, the customer should walk away pleased at the result of the transaction - not just content but actually ______.
In essence, the customer should walk away pleased at the result of the transaction - not just content but actually ______.
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A happy customer will continue to be a buying customer and a ______ customer.
A happy customer will continue to be a buying customer and a ______ customer.
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Who are Your ______?
Who are Your ______?
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It is often not what you articulate but how it is presented.What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and ______?
It is often not what you articulate but how it is presented.What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and ______?
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The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the substance of what they have to say.As it turns out, substance is only part of the ______ of being persuasive and influencing perception.
The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the substance of what they have to say.As it turns out, substance is only part of the ______ of being persuasive and influencing perception.
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On one level this seems unfair and superficial because what a person says and how they behave should be more important than if they are well groomed, smiling and ______.
On one level this seems unfair and superficial because what a person says and how they behave should be more important than if they are well groomed, smiling and ______.
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Yet visual perception plays a vital role in human impressions and reactions.For reasons psychologists do not always understand, nature and learned behavior have taught humans to perceive neat, smiling, well-presented individuals in a more ______ manner.
Yet visual perception plays a vital role in human impressions and reactions.For reasons psychologists do not always understand, nature and learned behavior have taught humans to perceive neat, smiling, well-presented individuals in a more ______ manner.
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The Interpersonal Actions of Customer Service It is clear that just looking good will not produce the desired level of customer satisfaction.The interpersonal actions in this list mean a great deal in the area of customer relations.They can change customer perceptions and ultimately affect the success of your customer relations efforts.VIEW THE ______.
The Interpersonal Actions of Customer Service It is clear that just looking good will not produce the desired level of customer satisfaction.The interpersonal actions in this list mean a great deal in the area of customer relations.They can change customer perceptions and ultimately affect the success of your customer relations efforts.VIEW THE ______.
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There is nothing like a smile and pleasant face to greet a customer, especially if he/she has a ______.
There is nothing like a smile and pleasant face to greet a customer, especially if he/she has a ______.
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What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and ______?
What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and ______?
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The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the ______ of what they have to say.
The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the ______ of what they have to say.
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It is often not what you articulate but how it is presented.What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more ______ and respect?
It is often not what you articulate but how it is presented.What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more ______ and respect?
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