Customer Service 1 - Customer Service Foundations ;Become a Customer Service Specialist ; LinkedIn Learning Pathway Exam 2023 What is NOT a common name for an external customer? - ANSWER contractor Contractors are more often viewed as internal customers, not external customers, even though they don't work for your company. A personal customer service vision should focus on _____. - ANSWER how your customers feel about the service you provide The way a customer feels is critical to their perception of the service you provide. If you work in Accounting, who would be considered your customer? - ANSWER anyone you serve A customer is anyone you serve. This could be someone outside your company or an internal employee. What is the best universal definition of Outstanding Customer Service? - ANSWER service that exceeds your customer's expectations Service that meets expectations is not very memorable, so you need to exceed expectations to make an impression. People go above and beyond because _____. - ANSWER they get something out of it Many customer service professionals find it personally rewarding to go the extra mile. Your tone of voice can sound more positive when you add _____. - ANSWER dynamics such as a slightly higher pitch and volume Changing your voice dynamics can make you sound friendlier. Why is rapport an essential customer service skill? - ANSWER Rapport helps break down barriers between you and your customer. Rapport can make customers feel more comfortable working with you. How do you use the 10 and 5 technique to greet customers? - ANSWER Use a non-verbal greeting at 10 feet and a verbal greeting at 5 feet. Give customers a non-verbal greeting when they're within 10 feet, then a verbal greeting as they get closer. What is the biggest obstacle to likability when serving customers via written channels? - ANSWER Customers can't see your body language or hear your tone of voice. This is the biggest obstacle to likability. You have to be extra careful about the words you use when customers can't see your body language or hear your positive tone. What will most effectively enhance the warmth and friendliness of your tone of voice? - ANSWER smiling Our facial expressions are closely tied to the way our voice sounds. All of the following are recommended techniques for building rapport with your customers, except: _____. - ANSWER Give them some space - let the customer greet you first. Waiting for a customer to greet you might make them feel unwelcome. Which question is the best way to start a conversation with a face-to-face customer? - ANSWER What brings you in today? This sort of open-ended question can encourage a customer to share more about their underlying needs, so you can better help them. Which customer need is the most important to address? - ANSWER emotional needs Customers can still feel good when their emotional needs are met, even if their rational needs are not. Which of these is not a recommended way to serve your customers more effectively? - ANSWER Speed up your email writing tasks. Responding to emails too quickly can often lead to mistakes, which generates even more email! What is the first step in meeting an upset customer's emotional needs? - ANSWER Let them vent.
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