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10 Cards in this Set
- Front
- Back
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What are the key elements of a good response when replying to a customer
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Make the response positive and drive the conversation forward
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What two strategies are most effective in dealing with a very talkative customer
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Closed-end questions and volume
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What is the best strategy for dealing with a customer that yells
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Demonstrate empathy
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Closed-ended questions
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Can be used effectively when you want to bring some closure to a conversation
Allow you to gain specific information quickly and to verify what you heard and understood |
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Opened-ended questions
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allow CST to express opinion
allow to uncover vital information |
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Key phrases to start open-ended questions are:
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Tell me
Describe to me Explain |
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Forgetting to access the _______ ________ of the issue is the most often problem-solving task overlooked
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business impact
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Checking for success is the ______________ most common step that support professionals do not complete
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Second
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TBD
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TBD
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TBD
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TBD
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