Level 2 - Customer Service Flashcards
Why is trust important
Trust builds rapport. Your customers will learn to trust you if you do what you say. Keep your commitments, call when you say you will, and always follow through.
How do you create a positive experience for customers?
A positive attitude in customer service is all about remaining calm during interactions, making every effort to build robust relationships with customers, and ensuring that customers view the company as authentic through their demeanour.
True or False
Given that customer service as a role is demanding and that annoyances and irritation are part of the everyday operations, it becomes even more imperative to let customers know how you really feel when you’re irritated.
False
What is the difference between internal and external customers
An internal customer is a division, individual or unit employee who purchases or is the receiver of products, materials, services or information from other units in the same company (internal supplier).
External customers are customers who don’t belong to the organisation. In different terms, they are purchasers of the products (services) of that business but in no way affiliated with the company.
True or False
Organisations can dismiss opportunities to develop their people and they can just plug in any person into a customer service position
False
True or False
Being customer focused is likely to make customers more interested in dealing with your company (as opposed to choosing your competitor). As a result, being customer focused can help improve sales, business, and profits.
True
True or False
Putting yourself in the customers’ situations and viewing things from their perspective is important because it helps us better understand the customer and what is likely to form the right solution for him/her.
True
True or False
Being polite to your customers will keep them coming back. When your customers know you care enough to have good manners with them, they are more likely to include you in their thinking.
The best reason to use proper etiquette is that it’s the right thing to do.
True
What is covered under the Equality Act 2010
The Equality Act 2010 is a UK law that provides protection against discrimination and promotes equality. It covers several protected characteristics, which include:
Age
Disability
Gender reassignment
Marriage and civil partnership
Pregnancy and maternity
Race
Religion or belief
Sex
Sexual orientation
What are the most common ethical areas?
Most will include the common ethical areas of:
integrity
honesty
respect
accountability
competence
confidentiality
conflicts of interest
