Customer Service

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This Assessment contains confidential, proprietary and privileged information and is intended to be read and used solely by the individual or entities named as recipients on this message. Any unauthorized review, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. Thank you for your cooperation. Tahnks Alot for taking the assessment!

Created by: james paredes

  1. Questions answerable by a YES, NO or specific choices/information
  2. Use this when the caller is extremely irate and is using foul language.
  3. People Before Paperwork; Dont Rush Callers; Be Friendly BEFORE You Know Who It Is; Dont Be Too Busy To Be Nice; Dont Use Military Jargon On Civilians!; There You Go! Is Not "Thank You" ; "Uh Huh" Is Not "You're Welcome"
  4. The purpose of this is to gain information. This is done to gain specific direction or understanding of the reason for an inquiry.
  5. Introducing the request and caller to the party to be transferred to
  6. There are some callers who are angry and decide to take it out on the person answering the telephone.
  7. This is used to acknowledge the caller's request; it lets the caller know that you are ready and willing to help.
  8. "Creating a positive and memorable experience for every customer, client, employee and shareholder we touch."
  9. Just simply forwarding the caller to the number being transferred to
  10. Putting yourself in your customerâ??s shoes.
  11. Sometimes, there is nothing you can do to help the customer.
  12. It is better to over apologize to an unhappy customer.
  13. You must ALWAYS specify a timeframe when requesting caller to be placed on hold.
  14. We hold back on the needed information. We want the caller to call back so that we have more business.
  15. It canâ??t be helped when the customer dominates some of the calls.
  16. The acronym for handling irate callers is AEER.
  17. Ask permission from the customer by saying "Can I hold you for a while"
  18. Stating your name is the first step in answering a call.
  19. It is best to ask open-ended questions to customers who talk too much.
  20. We should admit to our customers the mistake that we have committed.

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