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Zendesk CS Professional Certificate Exam Questions and Answers 2024- Graded A
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Zendesk CS Professional Certificate Exam Questions and Answers
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Zendesk CS Professional Certificate Exam Questions and AnswersWhat exactly is customer service? - Answer- - Customer service is part of the overall customer experience. - Customer service is helping people.
Is there a difference between customer service and customer experience? - Answer- Customer experience is the sum of all the interactions that a customer has with an organization over the life of the relationship with that company, and especially the feelings, emotions and perceptions the customer has about those interactions.
What makes customer service outstanding? - Answer- Outstanding customer service occurs when you find a way to help your customer have a great experience. By understanding customers unique needs, you can deliver outstanding service and help them have a great experience.
Every customer is different. - Answer- Every customer has different needs, attitudes, and preferences.
CS professionals serve different groups of customers. - Answer- External customers are
customers, clients, or guests who buy your organization's products or services. Treat everyone like a customer.
Internal customers - Answer- Internal customers are coworkers, contractors, and even vendors who provide essential supplies and services. Working well with the internal teams helps to ensure the ultimate customers have the best possible experience.
Why does an individual employee give extra effort to provide their customers with outstanding customer service? - Answer- People go above and beyond because they get something out of it, even if it's just the satisfaction of knowing they made a difference in someone's life.
What is burnout? - Answer- Burnout is physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others.
What causes burnout? - Answer- Burnout can be caused by a feeling that your work doesn't matter or what you do is not appreciated. The secret to avoiding burnout - Answer- - You need to realize that your work matters. - Visualization is a powerful technique that will help you avoid burnout and keep you motivated to provide outstanding service every day.
Building rapport with the people you serve is one of the most essential skills in customer
service. What does building rapport involve? - Answer- This involves creating a personal connection with the other person and hopefully getting them to know and like you.
Benefits of creating rapport - Answer- - Rapport helps break down barriers between you
and your customer and makes everyone feel more comfortable. - Customers trust you more and are willing to listen to your advice when they feel comfortable working with you. - Customers tend to be more loyal when you establish rapport. - Rapport also helps customers become more forgiving of mistakes because they like you and want you to succeed.
There is one caveat when building rapport. - Answer- Rapport must feel authentic to really make a difference.
Techniques you can use to build rapport - Answer- - Make the first move to initiate contact and offer a warm greeting to make a customer feel welcome.
- Call the customer by name to personalize the interaction.
- Convey enthusiasm with your body language and tone while demonstrating a sincere desire to be helpful.
- Share your name with customers so they know you.
- Personalize your service to your customer's preferences.
- Focus on one customer at a time.
- Follow up to show customers you care.
- Be yourself.
Five Question Technique - Answer- - Try to go beyond generic questions. - The best questions get customers to talk about themselves, help you learn more about
their needs and preferences, and fill dead air. - Whenever you ask a customer a question, you had better make sure you care about their answer.
Customers are more comfortable doing business with people they like. So how to get customers to like you? - Answer- - When serving a customer in person, it's important to send a consistently positive message with your words, tone of voice, and body language.
- You are more likable when you use a positive tone and body language to match the intent of your words.
- When serving customers over the phone, body language is still important because it directly influences our tone.
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