Module 5: Service Skills Quiz assesses key customer service competencies. It covers effective listening, communication nuances, hold techniques, understanding of jargon, and engagement strategies. This quiz is essential for enhancing service skills in a customer support environment.
True
False
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False
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"Let me see how we can make this right going forward."
"Would you like a replacement or a credit?"
"I am sorry that your package did not arrive on time. I can definitely understand how frustrating that would be. Let's take a look at our options."
"When is your party?"
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Apathy
Empathy
Compassion
Courtesy
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Personal, energetic, polite
Personal, empathetic, positive
Proactive, ego-less, pertinent
Penguins eat perch
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True
False
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Fake it
Lie to them
Make something up
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Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego
Patience, apologize, do not judge, do not jump to conclusions, show empathy
Politeness, articulation, determination, do not hang up, self-reliance
People are dumb dangerous strangers
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Ask your customer's permission to place them on hold
Provide your customer with a realistic time frame and a reason for the hold
Thank your customer for holding when you take them off hold.
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Answer, Call, Educate
Ask Questions, Communicate, Engage
Always be polite, Communicate, Enunciate
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Please
Thank you
Miss, Mrs., Mr., Sir, Ma'am
Dude
May I
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"Your daughter will be adorable in that!"
"That is one of our most popular items!"
"I understand."
"I recommend this adorable theme to all of my customers!"
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Make sure to talk over them.
Paraphrase what they are saying
Avoid distractions
Don't focus on tone, accent, etc.
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