Why should you always give the customer your complete attention?
Because the customer likes talking
Because you like them
It is professional
To show that you are listening
Why is it important to make eye contact with a customer?
It is professional
Because you fancy them
Because it's nice
It shows them you are interested
What is important to do when talking to a customer over the phone?
Speak loudly
Speak really slowly
Have a laugh with the customer
Smile
Would I speak clearly and use language that the customer would understand?
Rarely
Always
Sometimes
Often
I work in a shop and I can not provide my customer with what he/she wants what would I do?
Laugh at them
Send them to the shop down the street
Say "sorry I can't help"
Suggest alternatives in store
If the phone rings at work in how many rings should you answer it in?
5 rings
3 rings
7 rings
10 rings
What would you do if a mistake has been made?
Ignore the customer
Apologise
Laugh
Say "it's not my problem"
When a customer is complaining, what would you do?
Tell them to 'go away'
Look around and try to get someone else to help
Remain calm and listen
Talk over them making excuses
How is the best way to turn up to work?
In your old clothes
In anything that fits
In your training gear
Smart and business like
How would you view customer complaints?
An opportunity to improve service
At least is gives you a chance to talk to the customers
As a pain in the backside
A waste of valuable time
