Customer Service Flashcards

Flashcards about customer service, including empathy, ownership, communication, and active listening.

Define empathy in customer service.

Empathy involves understanding and sharing the feelings of the customer, showing that you care about their concerns. It helps build rapport and trust, making the customer feel heard and valued.

How can a customer service representative show empathy when a customer is frustrated about a delayed delivery?

Acknowledge the customer's frustration, apologize sincerely for the delay, and offer a solution or provide reassurance by explaining what actions are being taken to resolve the situation and prevent future delays.

Define taking ownership in customer service.

It means taking responsibility for the customer’s issue and ensuring it is resolved, even if it’s outside the representative’s immediate control. It shows the customer that the company values their satisfaction and is willing to go the extra mile to help.

How can a representative take ownership when a customer reports an issue with a product that is beyond the return policy?

Acknowledge the problem, take responsibility by assuring the customer you will do your best to find a solution, offer alternatives such as a store credit or product exchange, and follow up to ensure the solution is implemented and the customer is satisfied.

What is the difference between Customer Service and Customer Experience?

Customer Service: Support provided to customers before, during, and after purchase, resolving issues and ensuring immediate satisfaction.
Customer Experience: The entire journey a customer has with a brand, including emotional and sensory experiences.

How can a company address issues with both customer service and customer experience?

Improve customer service by training representatives to respond faster and resolve issues with empathy. Enhance customer experience by improving product quality, providing timely deliveries, and personalizing follow-up communication.

What strategies can improve both Customer Service and Customer Experience?

Customer Service: Introduce more training and empower agents with decision-making abilities.
Customer Experience: Revamp the entire customer journey by using feedback, loyalty programs, and creating a seamless return/exchange process.

What are Customer Service Tools and what role do they play?

Tools like CRM systems, live chat, help desks, and feedback surveys help businesses manage customer interactions, streamline processes, and gather insights.

How can a company use a CRM system and live chat to improve customer retention and loyalty?

CRM System: Track customer behaviours to send personalized offers and follow up on service renewals.
Live Chat: Assist customers instantly, especially during busy hours, to provide quick solutions.

What is the value of a CRM system and live chat in retaining customers and driving loyalty?

CRM System: Helps build stronger relationships by anticipating customer needs and offering tailored services.
Live Chat: Adds convenience and immediacy, making customers feel valued and heard in real-time.

Identify four common barriers to communication.

1. Language differences
2. Noise
3. Emotional barriers
4. Physical barriers

Discuss strategies to overcome language differences, noise, emotional barriers and physical barriers.

1. Language differences: Use simple language, provide translation services.
2. Noise: Find a quieter environment or ensure good technology quality.
3. Emotional barriers: Train reps to handle emotions calmly and show empathy.
4. Physical barriers: Use proper communication tools and check network strength.

What are the four key components of communication in customer service?

1. Sender: The person delivering the message.
2. Message: The information being communicated.
3. Receiver: The person receiving the message.
4. Feedback: The response from the receiver.

How do the communication components apply in a customer dissatisfaction situation?

1. Sender: The customer service representative listens to the customer's complaint carefully.
2. Message: The representative explains the issue clearly and offers solutions.
3. Receiver: The customer receives the information and expresses satisfaction or dissatisfaction.
4. Feedback: The representative checks for understanding and confirms if the solution is acceptable.

How can effective communication improve customer satisfaction?

Clear and empathetic communication ensures that the customer feels their concerns are addressed. Proper feedback ensures that both the customer and the representative are on the same page, leading to a positive outcome.

What does clear communication mean in customer service?

Using simple, precise, and concise language to ensure the message is understood and that the customer feels heard.

How do you apply clear communication when dealing with a customer confused about their billing?

Break down billing details into simple terms, use step-by-step explanations, and avoid overloading the customer with unnecessary information.

How does clear communication help resolve issues?

It reduces confusion, builds trust, and ensures the customer leaves with no doubts and a positive experience.

Define building rapport in customer service.

Establishing a positive, trusting relationship with customers through empathy, friendliness, and understanding. It also involves personalization.

How do you apply rapport-building when dealing with a new customer hesitant about using a product?

Greet the customer warmly, ask open-ended questions, and share relevant experiences or testimonials.

How does building rapport lead to increased customer satisfaction?

A customer who feels understood and valued is more likely to trust the company and feel comfortable moving forward with the product, building long-term loyalty.

Define active listening in customer service.

Fully concentrating, understanding, responding, and remembering what the customer is saying, showing attentiveness and providing feedback.

How do you apply active listening when a customer presents multiple issues with their order?

Allow the customer to express all their concerns without interruption, use verbal cues like “I understand,” and repeat the key points back to them to confirm understanding.

How does active listening help resolve issues?

By paying full attention, the representative can identify both immediate and underlying problems, leading to a more accurate and effective resolution.