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8 Cards in this Set
- Front
- Back
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1. How do you maintain a favorable impression?
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BY DOING THE "RIGHT THING, DOING IT ON TIME, AND DOING IT CORRECTLY"
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2. What are 2 groups of customers you will deal with in customer service?
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INTERNAL
EXTERNAL |
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3. What are the functions of a customer service provider?
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We translate technical and organizational procedures and instructions into an understandable form.
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4. How will most of your contacts with external customers take place?
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telephone
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5. What type of follow-up action will you possibly have to give customers?
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Returning a status letter to customers or giving a job # with an estimated completion date. Usually F/U conducted when you do not have an immediate answer.
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6. What do customers demand?
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same things we want:
*Courtesy *Prompt Attention *Reliability (in products, people and service) *personal attention |
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7. How can you prevent emotional overflow?
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REGAIN YOUR PROFESSIONAL COMPOSURE
SHIFT GEARS EMOTIONALLY PAUSE AND TAKE A DEEP BREATH SMILE HANDLE THE SITUATION |
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8. Briefly ddescribe a "customer focal point."
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.
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