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