Difference between revisions of "CustomerServiceBadge"
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*** Read Leah's FAQ, answer 5 phone calls supervised | *** Read Leah's FAQ, answer 5 phone calls supervised | ||
** Learning Store Policies. | ** Learning Store Policies. | ||
| − | *** Take policy quiz | + | *** Take [[Merit Badge Quizzes|policy quiz.]] |
** Explaining Policies without conflict | ** Explaining Policies without conflict | ||
*** Can list at least 3 diffusing tactics ( 1 - Acknowledge the emotion before solving the problem, 2 - "I'm not arguing, I'm just saying no." 3 - Policies are the same for everyone, and everyone can contribute to looking a policy) | *** Can list at least 3 diffusing tactics ( 1 - Acknowledge the emotion before solving the problem, 2 - "I'm not arguing, I'm just saying no." 3 - Policies are the same for everyone, and everyone can contribute to looking a policy) | ||
Revision as of 12:29, 3 July 2009
Overview
Having good customer service habits encourages repeat customers. This badge represents the minimum expectations for treating our customers.
Required Skills
- Demonstrate the following wonderful habits
- Engagement (greet, help
- Managing expectations (know when to fold 'em/LWIA)
- Basic Scripts for FAQs
- Managing and answering the phone
- Read Leah's FAQ, answer 5 phone calls supervised
- Learning Store Policies.
- Take policy quiz.
- Explaining Policies without conflict
- Can list at least 3 diffusing tactics ( 1 - Acknowledge the emotion before solving the problem, 2 - "I'm not arguing, I'm just saying no." 3 - Policies are the same for everyone, and everyone can contribute to looking a policy)
- Deferring all exceptions/questions to 2600s and Whistles.
- Thanking customers when they leave, when the get their receipts, and any time you are given money
- Those Three Little Words every coordinator wants to hear, "I don't know"