6 Questions
As a CSR, what strategies can help you get the most from your customers’ cues?
All of the Above
What one statement demonstrates the most appropriate response to customer cues in a service interaction?
When interacting with a customer with high product knowledge, respond by acknowledging their knowledge and leveraging it to help them
"I hear you, and I’m sorry for the inconvenience. I’m ready to help fix the problem." Match each category of customer cue to the appropriate response CSRs can use to adjust to that cue category
Mood cues
"Oh, that’s very interesting, I’ll have to watch that movie, thanks for telling me about it!"
Communication style cues
"OK, let’s go step by step. Stop me when you have questions."
Cues indicating product or service knowledge
Which of the following combination do your understanding of your customer's cues help in a service situation?
- You can demonstrate you are paying attention, which makes you more likely to earn their trust and appreciation
- You can improve your understanding and increase your chances of solving their problem effectively
- You can personalize your service strategy to fit the unique needs of that customer
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