Customer Service Skills for Success Study Set 1

Use closed body language and few verbal cues to let customers know you are glad they have chosen your organization.

Short-term customer relationships are the ones that sustain organizations.

Even when you win trust and achieve customer satisfaction, the customer relationship is very fragile.

Customer loyalty describes the tendency of customers to return to an organization because of service.

The way to gain and retain customer loyalty is by looking at customer interactions from a short-term perspective.

In B2B, customers are often companies.

Customer relationship management is a crucial element of customer loyalty.

A simple way of accomplishing individualized service is to ask what else the customer like or prefer.

Technological advancement has failed to impact customer loyalty.

Customer loyalty is a rational thing rather than an emotional one.

The most important thing to remember about trust is that, without it, you do not have a customer service relationship.

One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.

One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer.

Core values are a set of standards which guides the conduct of all employees to maintain a positive customer relationship .

A subtle way to show your ability to adapt to customer needs is by quickly learning and mastering new technology systems to respond to the customer more efficiently.

By effectively managing channel partner relationships, retail and service pricing can be kept down.

Initiative applies only to external customer situations.

A channel partner is the relationship of two organizations in which they are able to build a larger and stronger competitive presence.

A simple way to demonstrate responsiveness is to attend to customer needs promptly.

To create a social bond with customers, treat customers as a number, or one in a series rather than as individuals.