Customer Service: Adapting to Your Customers' Cues.

You’re a CSR trying to solve a customer’s billing problem. Match examples of cues your customer might give you to the key categories they best demonstrate (Mood Cues)

You’re a CSR trying to solve a customer’s billing problem. Match examples of cues your customer might give you to the key categories they best demonstrate. (Product knowledge cues)

You’re a CSR trying to solve a customer’s billing problem. Match examples of cues your customer might give you to the key categories they best demonstrate. (Communication style cues)

As a customer service representative, what are three advantages of understanding your customer’s cues?

1. You’ll be better able to stick to your script.
2. You can avoid calls being escalated.
3. You gain insight into your customers’ needs
4. You can more readily build trust with your customers
5. You have a basis for being able to adjust your support strategy

A new CSR at a large call center is working to ensure she gets the most from the cues her customers give her. What three strategies can best help her accomplish this?

1. She works hard to do everything “by the book” and follow a script to ensure she meets company standards.
2. Although she’s forgotten a few times in the past, she makes a point of remembering to clock in and out as she’s supposed to.
3. She reminds herself that adapting to her customer’s cues may affect her call metrics but it will also impact customer satisfaction.
4. Before answering a new call, she can document all the actions she took in the previous call.
5. Although she’s facing some personal stress, she remembers to personalize every call with new and varied approaches.

What single statement demonstrates the best response to customer cues in a service interaction? Choose the option that best answers the question.

Match the types of customer cue adaptions to the CSR responses that most appropriately adjust for those cues. "I understand how that would be very frustrating. I’m a customer too. I’m sorry you’ve had to deal with that."

Match the types of customer cue adaptions to the CSR responses that most appropriately adjust for those cues. "Boy, you really know your stuff. That’s a big help!"

Match the types of customer cue adaptions to the CSR responses that most appropriately adjust for those cues. "Can you tell me a little more about when and how you first noticed the problem?"