Customer Service – Flashcards

The definition of customer service is "making sure customers are satisfied and will continue to buy products or services of a company"

To assist difficult customers, a service representative must apologize that the situation occurred, then figure out how/why the problem occurred. Then figure out the best way to fix the problem, all while reasoning with the customer

To properly assist customers in general, a service representative must first present a professional image, then help the customer (providing it is needed) in the most efficient way possible

To project a professional image, a customer service representative must: follow the dress protocol, maintain good posture, have a confident speaking voice

Some tips to have a conversation with a customer: Stop talking and listen, Pretend there will be a test at the end of the conversation, Allow Natural Pauses, Repeat back what was said to have a better understanding

The work readiness traits are Integrity, Accountability, Punctuality, Time Management, and Honesty