1
Employers must educate their employees on the ________ to be compliant with this act and to serve ALL customers appropriately
2
Microsoft Word (letters), Excel (budget), Access (database), Publisher (brochures), PowerPoint (presentations)
3
Before transferring to another representative, give the customer the name of the representative and his/her number. Be positive and return messages within 24 hours. If on hold, check every 2-3 minutes
4
Ask for name and use it often. Be patient and wait for live feedback. Ask probing questions and provide real-time solutions. End session asking customer if they are satisfied
5
Treat it as an opportunity not a confrontation, remain calm and positive, don't take it personally, apologize often, listen carefully, and looks for points of agreement
6
People or other organizations that buy or use the products and services provided by a company
7
Departments or employees within an organization who use the products or services provided by others within the organization
8
An information requirement to provide services to international companies.
9
Very useful to establish customers contact information that can be easily updated and queried
10
The ability of an organization to consistently give customers what they need and want
11
Respond within 24 business hours with proper grammar, punctuation and spelling. Avoid all capital letters. Brief description in subject and hyperlinks instead of attachments if possible
12
The attitude and commitment for providing quality customer service
13
Promotes products related to the one the customer ordered
14
Encourages a customer to buy a more expensive product compared to the one he or she asked for
15
A person employed for wages or salary
16
A person or organization that employs people (boss, patron, jefe, manager, president)
