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CUSTOMER SERVICE

Match description or Statement to Customer Service Skill
Across
Customers must trust you & believe you will act properly, honestly & in their best interest.
"I'm happy to wait while you look for your ID, Mrs. Jones."
Work with customer. Show them you are willing to go the extra mile.
"I understand you may not have time right now to meet with a banker, but may I give them your name & number to contact you?"
"I'm familiar with the new policy changes & I can help take care of that for you right away."
"It is always a pleasure to see you Mr. Smith, how may I help you?"
Down
Customers should be comfortable. Show them you are aware of their feelings & respect the privacy of their information.
"I'm sorry you were charged that fee by mistake. I'm happy to refund for you & sincerely apologize for the error on our end."
Know what your are doing & saying. Respond to questions sincerely & accurately.