Customer Service FAQ

Vocabulary that could help gauge the knowledge and soft skills of potential students for a Customer Service Agent career.

 By Teacher Christian Avila R...

Information generated through Openai.com and videos uploaded from YouTube. 

1.  What is customer service?

     Customer service is the support and assistance provided to customers before, during, and after they purchase a product or service.

Watch the following funny video about Mr Bean's customer service experience. Take a moment to analyze how the experience was? What do you think it happened?

2.  Why is good customer service important?

     Good customer service is important because it helps retain customers, builds trust and loyalty, and can lead to positive word-of-mouth recommendations.

3.  What are some qualities of a good customer service agent?

     A good customer service agent should be friendly, patient, attentive, knowledgeable, and have good communication skills.

4.  How would you handle an unhappy customer?

     I would listen to their complaints, empathize with their feelings, apologize for any inconvenience, and offer a solution to resolve the issue.

5.  What does active listening mean?

     Active listening means fully concentrating on what the customer is saying, showing understanding, and responding appropriately to their concerns.

6.  Can you give an example of how to ask a question effectively?

     Instead of asking, “Do you have any questions?” I could ask, “What specific details would you like to know about our product?” Use modal verbs to make polite requests; like: May I help you?

7.  How can you stay calm when dealing with a difficult customer?

     I can stay calm by taking deep breaths, focusing on the customer’s words, and not taking their anger personally.

8.  What should you do if you don’t know the answer to a customer’s question?

     I should admit that I don't know but assure the customer that I will find out the answer or direct them to someone who can help.

9.  Why is knowledge about the company’s products important?

     Knowledge about the company’s products is important because it allows the customer service agent to provide accurate information and effectively assist customers.

10.  How do you prioritize tasks in a busy customer service environment?

      I prioritize tasks by assessing urgency, addressing customer issues that need immediate attention first, and managing time effectively to follow up on other requests.

11.  What is a customer feedback form, and why is it used?

      A customer feedback form is a tool used to collect customers’ opinions about a product or service. It helps a company improve their service based on customer suggestions.

12.  Can you explain the difference between ‘complaint’ and ‘suggestion’?

      A complaint is when a customer expresses dissatisfaction with a product or service, while a suggestion is when they propose an idea to improve a product or service.

13.  What role does teamwork play in customer service?

      Teamwork is essential in customer service because it allows agents to share information, support each other, and work together to solve customer issues more effectively.

14.  How can technology improve customer service?

      Technology can improve customer service through efficient communication tools, customer management software, and self-service options that can help customers find solutions quickly.

15.  Why is empathy important in customer service?

      Empathy is important because it helps create a connection with the customer, makes them feel valued, and can help resolve their issues more satisfactorily.

Watch the following video to understand the effectiveness of empathy:

Watch the video below about the soft skills that are important when assisting customer:

Make a list of the soft skills that you found in the previous video, try to explain with your own words what each skill means.