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INDIVIDUAL ASSIGMEN (A1, 05 MARKS)
1. As a customer care explain ten qualities should have
ANSWER:-
Customer care, Is the process of providing customer service. There are several qualities that a
customer care should have. The following are qualities that customer care should have.
Delivering respect to your customers, Great customer service starts with respect for the customer.
During each and every customer interaction, it’s important to remember that each customer is a person
not a ticket –and to treat them accordingly. Simple ways to do this include using the customer’s name,
thinking them for their patience and keeping your emotions in check, even if the customer starts to get
worked up.
Agents practice active listening skills, Active and effective listening is one of the most important
qualities needed for customer service. It requires a deep and insightful understanding of what the
customer is saying and what they are not saying.
Empathy: The key to customer success, To offer the most successful customer service, you’ll need
to practice empathy and emotional intelligence. Being empathetic means putting yourself in your
customers’ shoes and making an effort to understand the emotions they’re experiencing.
Ability to communicate clearly with the customer, In addition to the above good customer
service qualities that relate to listening , it is equally important to have the right approach when it
comes to responding.
Positive attitude, speaking of positivity, another important customer service quality is a positive
attitude. This, of course, should be paired with an empathetic approach so as to not dismiss your
customer’s worries.
Be patient, Patient is a virtue and it’s also one of the most important customer service rep skills. For
agents tasked with assisting frustrated customers, solving challenging dilemmas and accommodating
high volumes of customers service inquires, patience isn’t always easy.
Customer service agents determined to serve. Determination goes hand in hand with patience
and related customer care skills like tenacity, persistence and focus.
Product and service expertise, Deep knowledge of your products and services and the confidence
to talk about them in detail are key customer service attributes.
Creative problem solving abilities, Adaptability, flexibility and an outside the box approach to
customer dilemmas are some of the best skills to have for customer service success, especially when
there are no obvious right answer to the customer’s problem.
Able to clear common roadblocks, providing efficient customer service is more important than
ever. It doesn’t mean you should work through customer support inquiries as quickly as possible,
though. Rather, efficiency means minimizing effort and maximizing results.
Generally, those analyzed above are qualities that a customer care should have.
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2. As a professional customer care go to any institution ask him /them how they handle their customers
until satisfying. Narrate ten reasons
Answer:-
As a professional customer care I went to Halima's Stationery and I asked her on how she handles
her customers until satisfying. The following are the ways that Ms. Halima said on how she handles her
customers until satisfying.
She said that you should have the ability to listen, Practice active listening rather than passive
listening. Active listening means concentrating on everything the customer is saying so you have a clear
understanding of why they’re upset. Passive listening means only absorbing part of the message, and
not paying full attention to the emotions behind their communication
She said apologize, Apologize for the problem they’re having. Acknowledging the mistake and
letting the customer know you are really sorry will go a long way. Be thorough in your apology.
She said that to show empathy, Empathy helps guide your response and reaction to an angry
customer. Empathy doesn’t necessarily mean agreeing with the customer. It means you truly
understand how they feel.
She said that to have ability to maintain a calm tone of voice; don’t let frustration get the better of
you. When dealing with an angry customer, you may be tempted to match their tone of voice. Avoid this
at all costs, as it will only make the situation worse.
She said use the customer’s name, there’s power in a name. Using the customer’s name puts a face
to the person you are telling to. It helps instill a strong level of personalization in the interaction. This is
much more effective when dealing with angry customers than addressing a nameless entity who could
be anyone.
Also she said build and maintain trust, it’s very likely that the level of trust an angry customer has for
your company has been damaged, and it’s important to rebuild and maintain that trust moving forward.
If you have made a mistake, it’s okay, you will just need to work a little harder to repair the relationship.
Also she said don’t take it personally; remember this is work, not your personal life. Don’t take a
customer’s anger personally, as if there are angry with you. There are not angry with you, there are
angry with your products or service. They had a certain expectation when they purchased a product and
they experienced a problem.
Also she said to avoid negative language, when it comes to handling an angry customer, support
teams must be skillful in the language they use. Negative language will only add fuel to the fire, where as
positive language is an ingredient to help tame a heated situation.
She said to resolve the issue, your primary goal when handling an angry customer is to resolve their
issue. Are there work around? Is there something you or the customer can do them immediately to
satisfy their needs? If so, let them know.
Also she said to share the knowledge, angry customer can teach us a lot. More often than not, the
root cause of an angry customer points to some operational changes support agents can make to
improve the customer experience. One of those things is sharing what you learn from the customer.
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Generally she said that handling angry customers is difficult, but it is not impossible. The most
important thing you can do is let the customer vent their frustrations. Then, meet them with respect,
patience and empathy.
PREPARED BY: BUNDALA A MOHAMED
REG.NO:NS2152/0040/2019

Unformatted Attachment Preview

INDIVIDUAL ASSIGMEN (A1, 05 MARKS) 1. As a customer care explain ten qualities should have ANSWER:Customer care, Is the process of providing customer service. There are several qualities that a customer care should have. The following are qualities that customer care should have. Delivering respect to your customers, Great customer service starts with respect for the customer. During each and every customer interaction, it’s important to remember that each customer is a person not a ticket –and to treat them accordingly. Simple ways to do this include using the customer’s name, thinking them for their patience and keeping your emotions in check, even if the customer starts to get worked up. Agents practice active listening skills, Active and effective listening is one of the most important qualities needed for customer service. It requires a deep and insightful understanding of what the customer is saying and what they are not saying. Empathy: The key to customer success, To offer the most successful customer service, you’ll need to practice empathy and emotional intelligence. Being empathetic means putting yourself in your customers’ shoes and making an effort to understand the emotions they’re experiencing. Ability to communicate clearly with the customer, In addition to the above good customer service qualities that relate to listening , it is equally important to have the right approach when it comes to responding. Positive attitude, speaking of positivity, another important customer service quality is a positive attitude. This, of course, should be paired with an empathetic approach so as to not dismiss your customer’s worries. Be patient, Patient is a virtue and it’s also one of the most important customer service rep skills. For agents tasked with assisting frustrated customers, solving challenging dilemmas and accommodating high volumes of customers service inquires, patience isn’t always easy. Customer service agents determined to serve. Determination goes hand in hand with patience and related customer care skills like tenacity, persistence and focus. Product and service expertise, Deep knowledge of your products and services and the confidence to talk about them in detail are key customer service attributes. Creative problem solving abilities, Adaptability, flexibility and an outside the box approach to customer dilemmas are some of the best skills to have for customer service success, especially when there are no obvious right answer to the customer’s problem. Able to clear common roadblocks, providing efficient customer service is more important than ever. It doesn’t mean you should work through customer support inquiries as quickly as possible, though. Rather, efficiency means minimizing effort and maximizing results. Generally, those analyzed above are qualities that a customer care should have. 2. As a professional customer care go to any institution ask him /them how they handle their customers until satisfying. Narrate ten reasons Answer:As a professional customer care I went to Halima's Stationery and I asked her on how she handles her customers until satisfying. The following are the ways that Ms. Halima said on how she handles her customers until satisfying. She said that you should have the ability to listen, Practice active listening rather than passive listening. Active listening means concentrating on everything the customer is saying so you have a clear understanding of why they’re upset. Passive listening means only absorbing part of the message, and not paying full attention to the emotions behind their communication She said apologize, Apologize for the problem they’re having. Acknowledging the mistake and letting the customer know you are really sorry will go a long way. Be thorough in your apology. She said that to show empathy, Empathy helps guide your response and reaction to an angry customer. Empathy doesn’t necessarily mean agreeing with the customer. It means you truly understand how they feel. She said that to have ability to maintain a calm tone of voice; don’t let frustration get the better of you. When dealing with an angry customer, you may be tempted to match their tone of voice. Avoid this at all costs, as it will only make the situation worse. She said use the customer’s name, there’s power in a name. Using the customer’s name puts a face to the person you are telling to. It helps instill a strong level of personalization in the interaction. This is much more effective when dealing with angry customers than addressing a nameless entity who could be anyone. Also she said build and maintain trust, it’s very likely that the level of trust an angry customer has for your company has been damaged, and it’s important to rebuild and maintain that trust moving forward. If you have made a mistake, it’s okay, you will just need to work a little harder to repair the relationship. Also she said don’t take it personally; remember this is work, not your personal life. Don’t take a customer’s anger personally, as if there are angry with you. There are not angry with you, there are angry with your products or service. They had a certain expectation when they purchased a product and they experienced a problem. Also she said to avoid negative language, when it comes to handling an angry customer, support teams must be skillful in the language they use. Negative language will only add fuel to the fire, where as positive language is an ingredient to help tame a heated situation. She said to resolve the issue, your primary goal when handling an angry customer is to resolve their issue. Are there work around? Is there something you or the customer can do them immediately to satisfy their needs? If so, let them know. Also she said to share the knowledge, angry customer can teach us a lot. More often than not, the root cause of an angry customer points to some operational changes support agents can make to improve the customer experience. One of those things is sharing what you learn from the customer. Generally she said that handling angry customers is difficult, but it is not impossible. The most important thing you can do is let the customer vent their frustrations. Then, meet them with respect, patience and empathy. PREPARED BY: BUNDALA A MOHAMED REG.NO:NS2152/0040/2019 Name: Description: ...
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