Chapter 17 - Customer Service

Question 1

Treating someone in this way is worth the effort because it makes the job easier for you

Answer 1

The way you want to be treated

Question 2

Most people youre going to encounter are NOT jerks, but when you do encounter jerks you should treat them as you want to be treated, these two tools should be used

Answer 2

Patience and Tact

Question 3

5 Guidlines for handling customers

Answer 3

• Customers are individuals with names and feelings
  -Customers are important
• Customers are the reason you have a job
• Customers are not interruptions to our work they ARE our work
• The most vital thing we do is take care of our customers

Question 4

Most people we interact with are ______ to the police and just want a service

Answer 4

Neutral

Question 5

Average citizens expects these things from police (5)

Answer 5

-Reliability
-Responsiveness
-Reassurance
-Empathy
-Results

Question 6

Anyone who is slighted in these areas will

Answer 6

have bad feelings towards police and tell others about it

Question 7

Things customers dont want to hear (5)

Answer 7

You should have called earlier
That impossible
Thats dept policy
You will have to
I cant help you

Question 8

Instead of having an i dont care attitude with the public you can have (3) to deliver your message better

Answer 8

-patience
-empathetic ear
-willingness to try

Question 9

Five most frequent complaints from citizens

Answer 9

Slow or no service

Rude
Cant do attitude
Nobody listened
attitude of indifference

Question 10

The golden rule of customer service is

Answer 10

• have an honest concern and sincere willingness to help
  -treat as you want to be treated

Question 11

Ways to increase customer satisfaction (4)

Answer 11

-treat people as indivdiuals and use their name
-Be a good listener
-Allow them to save face
- build trust

Question 12

When using someones name to connect with them it is a good idea to do what? especially for old people

Answer 12

Ask for permission first

Question 13

Good listening tips (5)

Answer 13

• listen patiently to the long winded speaker don’t cut them off
• Eye contact
• nod empathetically
  -open body posture
  -Steer wanders back to subject

Question 14

If you dont agree with something someone said you should listen without doing what

Answer 14

putting them down

Question 15

These four things are essential to build trust

Answer 15

Courtesy
reliability
sincerity
credibility

Question 16

Exception customer service starts with exceptional

Answer 16

communication skills

Question 17

Good communicators do the following (7)

Answer 17

-Eye contact
-open posture
-Smile when appropriate
-avoid cop talk use vocab for audience
-tell truth take nothing for granted
-Stress what you can do
-nod head in affirmation not to show agreement but to show you understand

Question 18

The most difficult customer to deal with is the

Answer 18

angry customer

Question 19

Chill out tactics to calm an angry person (3)

Answer 19

• Dont take it personal
• Listen
  -empathy when reasonable

Question 20

Chill out tactics - when someone comes at you with an aggressive statement you should

Answer 20

not answer aggressively, ignore them

Question 21

When someone makes an antagonistic response about a person that has screwed up and they in fact have what do you do

Answer 21

agree and apologize - highly effective when agency has done a bad job

Question 22

when someone makes an inaccurate statement you should respond

Answer 22

Gently by correcting them by also letting them save face

Question 23

Doing this can cause for agreements on other things

Answer 23

make a small agreement even if its just on the weather

Question 24

State of mind and attitude are communicated through

Answer 24

Tone of voice

Question 25

Telephone tricks of the trade (6)

Answer 25

-sound pleasent and upbeat
-include name in greeting
-Be articulate and dont talk fast
- minimize interruptions
-avoid eternal hold
-Ask caller if they understand what they were told and see if they have questions

Question 26

Good customer service involves heaping amount of

Answer 26

basic courtesy and common sense

Question 27

Golden rule

Answer 27

Treat them how you want to be treated

Question 28

An exceptional supervisor is a ______for customer service, he rewards it and corrects it

Answer 28

role model

Question 29

Customers want reliability, courtesy, responsiveness, trust, reassurance, empathy, and results

Answer 29

yas