Marketing Department
Billing Department
Customer Service Representative (CSR)
Drivers
All of the above
Listening Effectively, Extending Common Courtesy, and Avoiding Wrong Impression
Using Common Language, Gathering Customer Information and Satisfying the Angry Customer
Managing Technology, Writing Effective E-mail, and Preparing a Mental Script
Closing the conversation
All of the above
Hearing what we want to hear rather than what is said, Thinking of what we are going to say next, and Distractions --- noise, side conversations, commotion.
Misunderstanding the customer, Thinking about the pervious customer call, and Getting involved emotionally rather than logically.
Talking too much or talking when you should be listening, Stress, boredom, and fatigue, and Holding preconceived ideas about the customer's inquiry.
Making assumptions rather than asking questions.
All of the above
Amiable
Assertive
Analytical
Outgoing
All of the above
Appreciated
Overwhelemed
Ignored
Valued
A and D
Will you…, Can I…, Get this…, Try again...
Thank you…., May I…, Please…, I'm sorry…
How…, What…, When…, Where…
All of the above
None of the above
Use customers name at the introduction and closing of the call
Use the customers name as many times as possible
Never address the customer by their first or last name
Always
Never
Only if your asked
If you have spoken with them prior to today's call (If they have called before, the next time you speak with them )
At the end of the call
Use the customer's last name
First name only if asked
Use "Ms." with women unless they identify themselves differently
All of the above
Don't overuse their name!
Tone and rate of speech
Speaking very loudly
Asking to many questions
Interrupt the customer frequently to answer a question
Treat them the same way you expect to be treated.
Give them misleading information to avoid additional questions.
Address them by their first name only.
Rush through the call as quickly as possible.
"Gee sorry for the long wait, but we have been understaffed"
"I'm afraid I cannot answer that question, we haven't been trained yet"
"I know how you must feel, a lot of our customers are upset of the new policy regarding late charges" or "ya, we're getting a lot of complaints about that"
"I don’t know why they transferred you to me, they're always doing something stupid" or "She's new and hasn’t seemed to learn the ropes yet, what can I do for you?"
All of the above
Keep negative internal information to yourself.
Don’t be critical of other work units.
Keep your remarks about your organization positive.
Keep your remarks about your co-worker positive.
All of the above.
"I think I'll be able to help you", "Your order should go out on Friday and you should have it by the end of the week?", or "I'll try to have someone call you by this afternoon"
"I'll be glad to help you", "your order will be shipped out Friday and you'll have it by next Thursday" or "I'll have someone call you by 3 o' clock"
All of the above.
None of the above.
Acronyms and Buzzwords
Technical terms and Slang
All of the above
None of the above
Use open/closed ended questions.
Wait until the customer has asked as many questions as they have and them proceed with the call.
Ignore the customer and address the questions as you choose to.
Adjust the rate of the conversation to match your customer.
Helps maintain call flow and control
Builds rapport.
Is offensive to your customer
A and B
Act in a courteous manner
Avoid the swamp! (don’t join the customer in his negative emotion)
Remain businesslike (don’t become personally involved)
Apologize for the customer's dissatisfaction (right or wrong)
Explain why (most customer do want to hear what went wrong)
Offer benefits (anything extra can help heal the wounds)
All of the above
Let the customer vent for a minute
Acknowledge the issue and take ownership
Compromise and offer solution
Advise the customer there is nothing that can be done
Place blame
Reassure the customer that the issue is resolved and apologize for the inconvenience
A, B, C, and F
Create a loyal customer
Generate bad word of mouth advertising
Create additional call backs from the customer
Have no impact at all
1 Ring
2 Rings
3 Rings
4 Rings
Let it go to voicemail
Use a cheerful tone of voice.
Identify yourself and your company.
Be prompt but not hurried.
Give the caller options.
All of the above.
Unappreciated
Valued
It doesn't matter what order you complete calls in
Just put the current caller on hold.
Tell the caller that you will put them on hold.
Ask permission to put on hold.
Never put a caller on hold.
You first tell them it is crazy day.
Apologize to first caller for wait time.
Tell them to call back at a better time.
Tell them you can't help them.