Customer Care

A client calls in with an issue, and their tone is very angry and upset. What should you do first?

Ask them to calm down.

Get a supervisor.

Listen to their concerns.

Put them through to voicemail.

Someone calls in asking for the business owner, but does not know their name. You should...

Hang up immediately.

Politely say the owner is not available and take a message.

Immediately forward to the business owner.

Give the business owners' name and availability.

Which of the following does NOT show active listening?

Repeating and reflecting back your understanding to the customer

Asking your manager to speak with the customer

Making notes

Using words such as, I see, go on, right

Which of the following words / phrase is NOT positive as perceived by most customers?

Certainly

You’re welcome

I’ll do my best

What I can do is...

When attempting to convince a potential buyer to purchase a product or service, the most important aspect of the interaction is:

Matching their perceived needs to potential solutions

Giving as many of the features of the product or service as possible

Finding out why they called us

Offering the best deal

Why is Great Costumer Service Important?

The customer is happy.

You experience less grief from the costumer.

Stress levels are down.

All of the Above

When a customer complains you should always...

Defend your company

Apologize

Make excuses

At most, how many times should the phone ring before someone answers?

What should you do once an issue is resolved?

Notify your supervisor.

Follow up with the client to ensure the problem is truly solved.

Send an email thanking the hauler.

Each time you have contact with a client or vendor, you MUST....

Document in ACT!

Call the site.

Write a note.

Notify your supervisor.

Who signs the Service Agreement when EmCo has a brokered location?

EmCo and Hauler

Hauler and Client

EmCo and Client

Client and Coproate

When is it okay to give out another vendor's exact pricing?

Never

When placing locations out to bid.

When renewing a contract.

Once that vendor no longer has our client.

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