Customer Service NRF-Chapter 2

CUSTOMER SERVICE NRF-CHAPTER 2
QUESTIONS AND ACCURATE SOLUTIONS

Active_Listening_-
_answersA_structured_form_of_listening_and_responding_that_focuses_attention_on_the
_speaker.

The_listener_must_pay_attention_to_the_speaker

Repeat_in_own_words_what_he/she_thinks_the_speaker_said



Benefits_-_answersAdvantages_or_rewards_of_product_features



Closed_Ended_Question_-_answersQuestions_that_evoke_one-word_answers

May_I_help_you?_NO

Closed_ended_questions_begin_with:

_Do?

_Will?

_Can?



Customer_Service_-
_answersThe_acting_of_taking_care_of_the_customer's_needs_by_providing_and_deliveri
ng_professional,_helpful,_high_quality_service_and_assistance_before,_during_and_after_t
he_customer's_requirements_are_met.



Features_-_answersThose_things_that_are_physical_in_nature

Color,_size

Appeal_to_the_senses

, Touch,_taste,_smell,_sight_and_hearin



Open_Ended_Questions_-
_answersQuestions_that_can_not_be_answered_with_a_yes_or_no

Questions_that_begin_with_the_words:

_Who?

_What?

_When?

_How?

_Why?



Personal_Needs_-
_answersInvolve_the_customers_need_to_be_treated_with_respect_feel_valued,_understo
od_and_involved_in_decisions_that_affect_them



Practical_Needs_-
_answersThose_needs_that_motivated_customers_come_to_you_to_in_the_first_place:

_a._To_solve_a_problem

_b._To_get_a_service

_c._To_get_a_product



Value_-_answersMore_than_just_price

Value_is_a_measure_of_total_benefit



Customer_Service_Values_-_answers



Critical_thinking_-_answersCustomer_service_is_Problem_solving,_Decision_making_&