I am measured by my productivity and accuracy. Ĭommon Excuses (1 of 2) For Service Lapses: I don't have enough time. Think of one of more ways to counter each excuse. Įxcuses Excuses List five to eight excuses you hear customer service representatives give for offering indifferent or poor customer service. Competencies (1 of 2)Ĭompetencies (2 of 2) Job Knowledge. 68% leave because of rude or discourteous service. 14% are dissatisfied with product or service. If you felt the service was exceptionally poor, describe what made it that way. Questions On Being A Customer Why do you need customer service? Was the service provided over the phone or in person? How did the customer service representative respond to your request, inquiry or problem? If you felt the service was excellent, describe what made it so good. Ī Challenge Please write a One Sentence Definition of CUSTOMER SERVICE.
Identify specific problems in your customer service program and apply treatment.
Program Objectives (2 of 2) Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems. Discover techniques to cultivate and maintain special customer relationships. Recognize the most common reasons for customer complaints. Learn to identify and analyze customer needs and problems.
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