Customer Service&Communication

Matching

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A big part of successful customer service is not what we say to customers, but how we say it. Take each of the items on the left, and match it with a more customer-friendly way to say it on the right.

Created by

Melissa Sitzmann

United States

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Customer Service&CommunicationOnline version A big part of successful customer service is not what we say to customers, but how we say it. Take each of the items on the left, and match it with a more customer-friendly way to say it on the right. by Melissa Sitzmann 1 Excellent Customer Service 2 Not Appropriate for Ideal Customer Service "I'm sorry that we don't have that item in stock, but let's take a look at this similar item." "Unfortunately, it sounds like we may need to involve my manager. I will go get her right away." "The doctor had an unexpected emergency, but should be back within 15 minutes. Are you able to wait, or would you prefer to reschedule?" "I understand you are frustrated, and want to help you solve your problem." "I will need to place you on hold for about 3 minutes while I check on that. Is that OK, or would you prefer a return call?" "Unfortunately, we are short-staffed today and may take a bit longer to serve you than normal. We really appreciate your patience!" "We don't have that item here. Maybe try somewhere else." "Everybody keeps calling off, so I'm stuck doing their jobs, too. I'm going to need a minute." "I don't know the answer to that question. You could probably Google it." "The Doctor had to go to the hospital because someone had some sort of accident or something. He's supposed to be back in a little bit." "You need to stop yelling at me because this isn't even my fault." "If you don't like that policy, take it up with my manager. It's not my rule."

Customer Service&CommunicationOnline version

by Melissa Sitzmann

Excellent Customer Service

Not Appropriate for Ideal Customer Service

"I'm sorry that we don't have that item in stock, but let's take a look at this similar item."

"Unfortunately, it sounds like we may need to involve my manager. I will go get her right away."

"The doctor had an unexpected emergency, but should be back within 15 minutes. Are you able to wait, or would you prefer to reschedule?"

"I understand you are frustrated, and want to help you solve your problem."

"I will need to place you on hold for about 3 minutes while I check on that. Is that OK, or would you prefer a return call?"

"Unfortunately, we are short-staffed today and may take a bit longer to serve you than normal. We really appreciate your patience!"

"We don't have that item here. Maybe try somewhere else."

"Everybody keeps calling off, so I'm stuck doing their jobs, too. I'm going to need a minute."

"I don't know the answer to that question. You could probably Google it."

"The Doctor had to go to the hospital because someone had some sort of accident or something. He's supposed to be back in a little bit."

"You need to stop yelling at me because this isn't even my fault."

"If you don't like that policy, take it up with my manager. It's not my rule."

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Customer Service&Communication

Matching

About this activity

Created by

Download the paper version to play

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Customer Service&CommunicationOnline version

by Melissa Sitzmann

Excellent Customer Service

Not Appropriate for Ideal Customer Service

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