What’s Your Customer Service Style?
When you come into the office early, you bring:
A zest for life
An extra chair for coworkers who want to chat
Donuts for the office
The latest online organizer
How would people at work describe you?
Who do you feel you ultimately report to?
The person who hired you
How do you apologize when something goes wrong?
“Oh, my gosh, I’m soooooo sorry!”
“On behalf of the organization, I’d like to extend a heartfelt apology.”
“As a token of apology, I’d like to offer you a discount.”
“I’m sorry, and I’m happy to report, we’ve already fixed the problem.”
Your immediate reaction when dealing with an irate caller is to:
Cheer them up
Practice active listening, reflecting back each concern so the customer feels heard
Apologize profusely and promise to turn things around
Jump in with a solution to speed things along
On your desk you have:
A calendar with inspirational quotes to keep your team’s spirits and energy up
Photos from the company’s volunteer day
A notebook for jotting down customer issues — and process improvements.
A caller complains that he keeps getting transferred. You say:
“I’m so sorry that happened to you! Here’s how we can handle this.”
“I understand how frustrating that can be and I apologize. To make sure we’re addressing your needs, I will need to transfer you to another department.”
“I do apologize. I’ll take care of this personally.”
“Let me get to the bottom of this so it doesn’t happen again.”
How do you prefer to end calls at work?
“Have an amazing rest of your day!”
“While I have you on the line, let me tell you about a special offer going on now.”
“Is there anything else I can help you with?”
Your favorite part of your job is:
The people you work with
Having conversations with others
Helping make someone’s day better
The satisfaction of checking things off your to-do list
Several coworkers are out with the flu. You:
Stay cheerful, taking it in stride
Remove excess adjectives from your speech to speed up calls
Shift into high gear to cover for them
Spray your phone with bleach
Your customer service style is:
The Peppy Professional
You’re upbeat at work and at home. You never hit snooze on your alarm clock—why would you? You have a great job with great people in a great place. Providing excellent service is as natural to you as the smile on your face. And when you’re at work, everyone around you is smiling, too. Keep it up!
The Consummate Communicator
You’re honest, compassionate, well-spoken and a good listener — you’ve got skills that work at work. You really hear what others are saying, and that means you can really help. Everyone you talk to appreciates your communication style. You were born for a career interacting with people!
The Do-Gooder Guru
What makes you special is that you go out of your way to help. You aim way above and beyond the minimum to deliver something special for customers and coworkers. You’ll go to great lengths to make someone’s day, or turn a disgruntled customer into an evangelist for your organization.
The Quick Study
You came, you saw — you handled it. You can figure out the problem and have it under control before someone’s done explaining it to you. You ask the right questions to find the source of the issue so it doesn’t crop up again — and the person can get on with his or her life.
Check out our Infographic
Get more insights into the importance of customer service and how it could impact your organization.