FBLA Customer Service: Key Concepts and Skills

Positive Customer Relations

Building good connections by being helpful, friendly, and professional.

Customer Service Mindset

Always being ready to help customers and improve their experience.

Developing Rapport

Be friendly, listen carefully, and show genuine interest.

Reinforcing Service Through Communication

Speak clearly, stay polite, and listen to customer needs.

Responding to Inquiries

Quickly, honestly, and with helpful information.

Interpreting Business Policies

Explain company rules in simple, respectful ways.

Adapting to Differences

Respect cultural and social differences among clients.

Anticipating Unspoken Needs

Notice what customers want without them saying it.

Accommodating Special Requests

Be flexible and find helpful solutions.

Building Customer Relationships

Follow up, show appreciation, and keep promises.

Building Trust

Be honest, reliable, and keep your word.

Showing Empathy

Understand and care about others' feelings.

Fostering Open Communication

Be honest, listen, and allow others to share ideas.

Treating Others with Respect

Help everyone feel valued and positive.

Conflict-Resolution Skills

Solve problems calmly and fairly.

Handling Difficult Customers

Stay calm, listen, and stay professional.

Handling Complaints

Apologize, fix issues, and thank customers.

Resolving Service Issues

Find a solution that makes the customer happy.

Brand Promise

The company's main goal or message to customers.

Reinforcing Company Image

Act professional and deliver great service.

Meeting Expectations

Keeps customers loyal and builds trust.

Positive Experiences

Friendly service, quick help, and quality products.

Moments of Truth

Key times when a customer forms an opinion.

Customer Relationship Management (CRM)

Managing customer interactions to build loyalty.

Ethics in CRM

Always be honest and protect privacy.

Technology in CRM

Track customer info and improve service.

Using CRM Tools

Use software to organize data and follow up.

First Step in Sales

Build a relationship with the customer.

Finding Customer Needs

Ask questions and listen.

Recommending Products

Match product to what the customer needs.

Demonstrating a Product

Show how it works and its benefits.

Handling Objections

Turn negatives into positives by showing value.

Closing the Sale

Get the customer to agree to buy.