Customer Service

Question 1

What is the learning objective of this topic

Answer 1

Provide administrative and general office services using business technologies.

Question 2

Name 3 goals they’re trying to achieve in the customer service course

Answer 2

Describe the role of a customer service administrator in a business

Identify the types of tasks that are performed as a customer service administrator

Identify skills that are needed in a customer service administrator role.

Question 3

Think about good customer service experiences that you have had. What words would you use to describe good customer service?

Answer 3

Good- attentive, good listening skills, approachable, knowledgeable (product & systems), good communication, multitasker, customer first mindset, problem solver, good time management, empathetic, goes above and beyond, polite, respectful.

Question 4

Think about bad customer service experiences that you have had. What words would you use to describe bad customer service?

Answer 4

Bad- inconsiderate, poor communicator, impatient, rude, ignoring the customer, lack of enthusiasm, unapproachable, lack of knowledge, poor listening skills, unwilling to help.

Question 5

When you are in a customer service role, you set the ____ for how a customer or visitor feels.

Answer 5

tone

Question 6

When someone visits your workplace for the first time, they might feel nervous or unsure. As a customer service representative or general administrator, it is your responsibility to make their experience ……..

Answer 6

it is your responsibility to make their experience comfortable and enjoyable.

Question 7

What is the importance of customer service to a business

Answer 7

Business successes depend on treating customers appropriately

Question 8

What is a key skill of customer service

Answer 8

Cultural capacity

Question 9

What is Cultural capacity

Answer 9

you are able to interact with people from diverse cultures in ways that are inclusive and culturally appropriate, so they feel valued and respected.

Question 10

Name 3 factors in the importance of customer service to a business

Answer 10

1.Customer Loyalty
2.Word of mouth
3. Differentiatiors

Question 11

What is data entry?

Answer 11

Data entry as an administrator involves writing or typing information into documents and editing information so it is accurate and up-to-date.

Question 12

Skills needed to succeed in data entry

Answer 12

Improve your written language skills: Learn to read, write and proofread your work at a high level.

Become better at typing: Practice typing. Consider using a free online test to identify your typing speed and find free online games that you can play to improve your typing.

Gain computer skills: Learn about different technologies and how to use them.

Question 13

Name 7 soft skills

Answer 13

1. Thinking Skills
2. Positive Attitude
   3.Willingness to learn
3. Self-management
4. Team work
5. Resilience
6. Communication