White Glove Customer Service Knowledge Check

Why is White Glove Customer Service important?

Personal growth

Makes the company look good

It shows that were outperforming our competition

All of the above

What does it mnean to Be the Hero?

Humanizing every delivery

Putting on a mask and a cape while doing the delivery

Getting in and out of the customers house in a flash

Do whatever it takes to make the customer happy

What are the 3 Key Performance Indicators (KPI) that let us, and our business partners know how well we are performing?

In window. Completion. Handheld

Handheld. Return percentage. Team Back

Team Back. On-Time Delivery. Handheld/Completion

Handheld. Damage percentage. In window

What is the definition of a Distress Purchase?

Purchasing an appliance because you want to upgrade

An appliance purchase necessitated by a broken or unrepairable appliance

A purchase made out of spite or envy

A spur of the moment purchase.

In the SMILE structure, what does the S stand for?

Smile

Stay motivated

Start with the pre-call

See what you're getting yourself into

In the SMILE structure what does the I stand for?

Install beyond expectations

Imagine that you are somewhere else

I am the best at what I do

Inform the customer when you are on the way

What is the definition of Emotional Intelligence?

Only caring about your own emotions

Worrying about everyone else's feelings but not your own

The ability to perceive, control, and evaluate emotions

The ability to control your own emotions and ignore everyone else

Which one of these answers is not one of the 5 keys to Emotional Intelligence?

Self Awareness

Motivation

Social Skills

Start with the pre-call

In the SMILE structure, what does the E stand for?

Explain Team Back score

End with the wrap-up

Eat lunch

Expect the unexpected

True or False. The survey is only a reflection of the delivery and installation team experience?

True

False

Which one of these apply to De-Escalating angry customers?

Do not take the anger personally

Stay calm and carry on

Actively listen

All of the above

What is the definition of Body Language?

The process of communicating nonverbally through conscious or unconscious gestures and movements

Speaking verbally and nonverbally with your body movements at the same time

Speaking by only moving your mouth

The process of communicating nonverbally through conscious gestures and movements

Why is your attitude and your body language so important when it comes to White Glove Customer Service?

A great attitude, to go along with positive body language will make your delivery go a lot smoother

It doesn't really matter, just need to get the job done quickly and efficiently

It gives you a better chance to get a good survey

It makes you look good and gives you a better chance to get a raise

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