Customer Service Certification
Step 1: Resources
Please review each of these resources thoroughly to prepare for the quiz at the end of this page.
Step 2: Questions
Watch the Video:
Can you come up with examples that show poor customer service?
What did they do that was poor service?
Note: For every customer complaint there are 26 that remain silent, but they each tell 9-15 people about their bad experience.
Think of businesses you frequent:
Do you support them because they deliver great service?
Have you ever had a bad service experience?
Have you gone back?
Did you tell others about it?
If not, what would it take for you to go back?
Watch the Video!
Adjust the volume or pause the video to meet your needs.
Step 3: Exercise
This puzzle contains significant hints for the final quiz!
1. Customer Service is the provision of service to c........ before, during and after an experience.
2. A dissatisfied person will likely tell more than one other p..... about their experience.
3. Finding a way to t.... the customer is a great way to give good customer service.
X
Congratulations!
Step 4: Summary
- The provision of service to customers before, during, and after a purchase. Expectations may vary by product, service, industry, and the individual customer.
- The perception of success depends on employees who “can adjust themselves to the personality of the guest.”
- For every customer complaint there are 26 other unhappy customers who have remained silent.
- A dissatisfied customer will tell between 9-15 people about their experience.
- It costs 6–7 times more to acquire a new customer than to retain an existing one.
- Listen and empathize
- Educate the customer on the product/service
- Find a way to thank them
- Anticipate their needs
- Help the customer be right
- Be creative when finding a solution
- Remain calm
- Offer alternative solutions
- Only use positive language
- Confirm communication is understood
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