Customer Service Training

Flashcards for customer service training, focusing on key concepts and procedures.

"What is this:

1. “Provide a better experience by becoming better people.”"

Alta’s Mission Statement

Alta’s Mission Statement

"This is the definition of what?
1. Alta’s aim and agenda is to enhance the quality of our services

Alta’s core values

"What are these:
1. Take ownership
2. Become more
3. Climb together
4. Communicate
5. Full send

Take Ownership

Customer Service

Our ___ is the most important thing that separates us from our competitors.

Fantastic interactions

___ will prevent customers from switching over to another company for a better price.

Write it down

"If you didn’t ___

Great customer service

"What are these 5 steps to?
Non-verbal & para-verbals
Acting class
Be patient and listen
Be knowledgeable
Gametime- enjoy yourself
Sit upright in your chair
Give the person on the phone your full attention
Smile
Hand gestures"

Non-verbals

"This is the definition of what?
Behaviors and elements of speech aside from the words themselves."

Para-verbals

"This is the definition of what?
The messages that transmit through the tome

"First

Best"

FALSE

"True or False: In some cases

FALSE

True or False: Anything short of a professional tone and interaction is a step in the right direction

Descriptive

Another part of acting is learning to be ___.

Sympathy

"By using phrases of ___

First time

"The psychological trick that Disney uses in their

"Do your homework
Learn
Ask Questions"

What are three effective methods to be knowledgeable when calling a customer?

Patient; listen

The top advice given by leading marriage professionals is to be ___ and ___ to the other person.

Livelihood

It’s important to apply these principles (Patience & Listening like the marriage professionals suggest) when talking to our customers as their satisfaction is our ___.

"Listening; patiently"

You can gain key insights into how to solve each problem by ___ and ___ waiting while the customer gets what they need to say off their chest.

Championship; prepare; execute

Approach every phone call like a ___ game: ___ and ___.

Detailed notes

Always take ___.

Account Analysis

What does A2 stand for?

Mistakes are handled correctly

Lifelong customers are made when ___.

Account Analysis

Performing an ___ might be the most important thing you do on an account.

"Never hang up on a customer
Don’t over-promise
Don’t raise your voice
Don’t cut the customer off
Don’t use slang or swear
Don’t chew gum while on the phone
Don’t place the customer on mute if they should be placed on hold
Don’t make a nervous sound while waiting for pages to load"

What are the 4 “Don’ts” when dealing with a customer?

FieldRoutes

Enter any notes about the customer account immediately into

Now Principle

"What the principle called that says

Unnecessary time; available

It is extremely important that we don't allow ourselves to trail off and add ___. We must keep in mind that we must make ourselves ___ as quickly as possible for the next caller.

Answering; Resolving

Your whole attention should be given to ___ and ___ phone calls while you are at your desk.

Concern

"A ___ is a stepping stone

Maintain your composure

"When your customer gives you a concern

"Acknowledge

address

Handling a phone call

"These are the steps to ___.
Greet the customer
Confirm address
Confirm who you are talking to
Verify the number they called on
Assist them
Ask if there is anything else you can help them
Express appreciation and close the call"

Name

Remember to use the customer’s ___ as often as possible when you are talking to them.

2

The customer should not be on hold for more than ___ minutes before you check back in with them to provide any updates back on the phone with them to update them on what’s going on.

Help them

If a technician calls in for help setting up a new customer or a new subscription do you help them or transfer them?

Inside sales

"If a customer (current or new) calls in and wants to set up pest control or mosquitos

Inspector scheduler

"If a new or current customer calls in and indicates that they have termite issues or rodent issues

co-worker

"Before transferring an angry customer’s call to a supervisor

“Is there anything else i can do to earn a 5 star review?”

What’s the last question you should ask before ending the phone call?

Scheduling

"What is the singular item that will cause the most rifts between the 3 departments: sales

Flex & ghost

Which two types of routes are ONLY available to schedule same-day appointments on only IF all other technicians have begun their routes for the day?

quarterly

___ routes are available for all office staff to schedule on as long as the rules to scheduling are followed