FO1 Flashcards
What is Customer Service?
Customer service is the provision of service to customers before, during, and after a purchase.
What does customer service refer to in an organization?
Customer service can also refer to the culture of the organization and the priority assigned to customer service relative to other components.
Why is customer service important for an organization?
Customer service plays an important role in an organization’s ability to generate income and revenue.
What is the significance of customer service in hospitality?
In hospitality, customer service is about exceeding customer expectations and going above and beyond their level of satisfaction.
How does the importance of customer service vary?
The importance of customer service may vary by product or service, industry, and customer.
What are some essential customer service skills?
Certain customer service skills are essential for employees who interact with customers.
What is the importance of patience in customer service?
Patience is crucial as customers often reach out when confused or frustrated, and great service beats fast service.
Why is attentiveness important in customer service?
Attentiveness is crucial for listening to customers and understanding their problems and feedback.
What are clear communication skills in customer service?
Clear communication involves getting to the problem quickly and relaying important points simply.
Why is knowledge of the product important for customer service?
Employees should have a deep knowledge of the product to assist customers effectively.
What is the role of positive language in customer service?
Using positive language can significantly enhance customer satisfaction.
What are acting skills in customer service?
Acting skills help manage difficult customers and maintain a positive interaction.
Why are time management skills important in customer service?
Time management ensures that employees can assist customers efficiently while still providing quality service.
What does it mean to ‘read’ customers?
The ability to understand a customer’s emotional state is essential, even without face-to-face interaction.
What is a calming presence in customer service?
A calming presence helps to maintain composure and influence calmness in stressful situations.
Why is a goal-oriented focus important in customer service?
Employees with goals can align customer happiness with business success.
What is the ability to handle surprises in customer service?
Handling surprises involves adapting to unexpected situations and creating guidelines for future occurrences.
What are persuasion skills in customer service?
Persuasion skills help convince customers that a product is right for them, even when they are just curious.
What does tenacity mean in customer service?
Tenacity refers to a strong work ethic and the willingness to do what needs to be done without shortcuts.
What is closing ability in customer service?
Closing ability ensures that all customer problems are addressed and resolved.
Why is willingness to learn important in customer service?
Willingness to learn is essential for growth and improvement in customer service skills.
