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How to Personalize Customer Service

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

Which is an example of personalized service?

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1. How is empathy defined?

2. Which is NOT an example of body language?

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About This Quiz & Worksheet

Establishing relationships and building customer loyalty are important parts of building a successful business. This quiz and worksheet focus on ways to understand a customer's emotions and the value of this aspect of customer service.

Quiz & Worksheet Goals

Topics covered in this assessment on customer emotions include the following:

  • The definition of empathy
  • Types of body language
  • The definition of customer loyalty
  • Personal touches and involvement
  • Types of communication with customers

Skills Practiced

  • Information recall - access the knowledge you've gained on body language
  • Interpreting information - make sure you can read an overview on the role of emotions in customer service and understand the key points
  • Knowledge application - use your knowledge to identify an examples of personalized service

Additional Learning

For more information, read the lesson, How to Personalize Customer Service. The following objectives are part of the lesson:

  • Describe ways to interpret a customer's body language
  • Explain how empathy enhances customer service
  • List some of the ways sales staff can appeal to a customer's emotions
  • Understand the importance of emotions in creating a positive experience for customers
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