Phone and Digital Etiquette Flashcards

What is the recommended way to address a customer for the first time in a service interaction?

Answer: By Mr./Ms. plus last name, unless they ask to be addressed differently

Using a courtesy title and last name shows respect by default; the customer can always invite a more informal address.

Why is it important to confirm the customer's contact information at the end of a service interaction?

Answer: To ensure follow-up communications can reach the customer if needed

Confirming contact info ensures the company can send order updates, resolution confirmations, or follow-ups without interruption.

What is the appropriate response when a customer uses profanity during a service interaction?

Answer: Calmly inform them that respectful language is required to continue the conversation

Setting a calm, professional boundary about language protects the rep while keeping the door open for the customer to continue.

What is a 'ticket' in a digital customer service system?

Answer: A logged record of a customer's issue used to track progress toward resolution

A ticket is a digital record that tracks all details, communications, and status updates related to a customer's service request.

Which of the following practices improves response quality in email customer service?

Answer: Personalizing the greeting and addressing all issues raised in the email

Addressing every issue raised and personalizing the response prevents follow-up emails and demonstrates thorough, attentive service.

What does 'SLA' stand for and why does it matter in customer service?

Answer: Service Level Agreement — a commitment to response and resolution times that sets customer expectations

SLAs define the timeframes within which a company commits to responding and resolving issues, creating accountability and managing customer expectations.