Flashcards on Communication Skills for Professional Success
Communication Skills for Professional Success: Your Guide
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Customer Service
34 cards
Card 1
Question: Why is word of mouth important for a business?
Answer: Word of mouth is the cheapest and most effective way of marketing and extending a customer base.
Card 2
Question: What can happen if you treat customers badly?
Answer: You may lose valuable business due to a lack of people skills.
Card 3
Question: What is the main aim of this customer care course?
Answer: To teach how to make a positive impression to retain customers, eliminate dissatisfaction, and handle awkward customers appropriately.
Card 4
Question: What three abilities must you have to address customers' needs effectively?
Answer: See things from the customer's point of view, respond to whatever they throw at you, and show you’re pleased to help.
Card 5
Question: What is essential for front-line staff to provide?
Answer: First-class customer service and the right impression first time.
Card 6
Question: What two things are required to be successful at customer care?
Answer: An understanding of customer expectations and the skills to exceed those expectations.
Card 7
Question: How does the course help delegates prepare for the workplace?
Answer: By providing practical and interactive practice of customer-handling skills through role-play and discussion groups.
Card 8
Question: Why have many companies set up helplines, call centres, and internet sales departments?
Answer: As the quickest and most convenient way of managing customer contacts and because they are fast-growing operational departments.
Card 9
Question: What is essential for employees representing their organisation in these customer-contact roles?
Answer: To represent the organisation in a professional and friendly way with clear and effective communication.
Card 10
Question: What is a potential consequence of failing to train staff properly in telephone skills?
Answer: Loss of customers.