Customer Service 101 Welcome to your Customer Service 101 Name What does a customer want from the support team? A solution Information All the above What should you do if your customer is a repeat caller? Don’t reply to him because the customer has called before Inform the customer that you will resolve the issue and would like to place them on hold for further research Immediately escalate to management What should you do when you cannot solve the issue on the phone? Let them know you will call them back in 2-3 days Tell the customer that you are unable to assist and hang up Escalate the issue to the management to get a solution How much time should you take to answer a phone call or chat? 5 minutes 10 minutes 60 to 90 seconds How should you welcome your customers over the phone or chat? Warm Robotic Cold What type of experience should you provide to your customer? Enjoyable Non responsiveness Professional and scripted How long should you take to respond back to customer emails and follow up? 15 days Seven days 24 to 48 hours What is mandatory while interacting with customers via chat/phone? Great Customer Experience and Product Knowledge Promptness All the above Should you ask the customer for feedback? Yes No Only when managment requires you to do so What are the tasks that are included with customer service? Commnicating via chat and email Phone call and social media All the above What should you avoid in customer service? Empty promises Responsiveness Being Yourself For a customer service representative, what is necessary? Selling every customer you speak to Understanding their needs and giving a solution All the above What should you do when a customer expresses concerns? Escalate immediatly to managment Get defensive and protect the image of the business Keep calm, listen and respond with a solution What is your main goal as a customer service agent? Offering a solution Giving them their money back so you can get a good review None of the above What can happen to a business that offers bad customer service? Nothing, can't be perfect all of the time BBB can penalize the buisness financially Bad reviews Time is Up!