Customer Service and Seeking Assistance

Flashcards about seeking assistance to meet customer needs, product knowledge, and recording customer interactions.

What are the learning goals related to customer service?

Knowing how and when to seek assistance with delivering a service to customers and knowing which people you can request help from.

Why is good product knowledge important in customer service?

Essential to assist customers and match them with products/services, builds confidence, increases sales, and creates loyal customers.

What knowledge areas are important for customer service?

Products/Services, Prices, Policies, Procedures, Handling customer complaints, Refunds, and Discounts

What is intelligent customer service?

Knowing when you can’t meet a customer’s needs and finding an alternative.

What are limitations in customer service?

Restrictions or a lack of capacity to meet a certain requirement (customer need).

When might you need to seek assistance in customer service?

Outside your area of responsibility, expertise, or authority.

Give examples of situations when you may need to seek assistance.

The business doesn't sell the product or it's sold out, customer is asking for something that is against policies and procedures, or lack of authority to make decisions.

What are possible ways to resolve limitations in customer service?

Contact appropriate person in your department, redirect the inquiry to another department/person, or make an appointment for the customer with the appropriate person.

Why is recording and tracking customer inquiries important?

Enables other staff members to follow the customer’s inquiry in a timely manner.

What should you do when recording customer service details?

Record the correct information, listen carefully, repeat customer information, and ask the customer to repeat anything that is unclear.

What follow-up actions should take place after recording interactions?

Always follow up to check the action has taken place and the customer is satisfied.

What are essential customer-service skills?

Understanding customer wants, products/services offered, competition, and policies/procedures.

What do recording and tracking customer contacts enable organizations to do?

Streamline and improve customer service.