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What is an external customer?
 
People outside the business who buy an organisation's produc
 
Production development teams
 
Employees that work for the organisation and shop there
 
Designer of the customer service policy
What is an internal customer?
 
Employees that work for the organisation and shop there
 
The production cycle
 
Only business managers
 
People outside the business who buy an organisations produc
Phrases that should never be used because they frustrate and anger customers.
 
All of the above
 
" I don't know."
 
"That's not my job."
 
"You are right - that is bad."
If you are helping a customer and see another customer waiting,
 
politely acknowledge them and let them know you will help th
 
None of the above
 
ignore them
 
demand that they wait their turn
Which of the following is NOT something to which customers pay attention?
 
“Handwriting”
 
“Appearance”
 
“Words”
 
“Facial expression”
How can stereotypes affect how you treat customers?
 
“Stereotypes can cause you to misjudge and mistreat customer
 
“Stereotypes help you find out what the customer wants.” “
 
“Stereotypes give you the best idea of who the customer is.”
 
Stereotypes help you meet the customer's needs.
Which of the following are ways companies gather customer feedback?
 
All of the above
 
Surveys
 
Customer Complaints
 
Social media
An open question.....
 
requires more than a yes or no answer and encourages speakin
 
requires only a one-word or short answer.
 
requires just, yes, of course
 
requires much effort and sometimes leads to misunderstanding
What is rule number 1 in customer service?
 
Customer is always right
 
keep asking them for more
 
Yes we can
 
A good customer is a profitable customer
What is it called when customers makes repeat purchases because they prefer the business’s products to those of its rivals.
 
Customer Loyalty
 
Attracting new customers
 
Rising market share
 
Reverse rivalry
When Dealing with a Customer, You Should Not?
 
All of these
 
Use the word "NO"
 
Give out orders or place blame on the Customer
 
Get caught up in an argument.
Which of the following is an easy way to show respect to customers?
 
Stop talking when the customer begins to speak.
 
Avoid eye-contact with the customer
 
Return calls or e-mail messages at your own convenience.
 
When addressing a customer, use his or her first name.
What is the main purpose of customer service?
 
. To meet needs and expectations.
 
To work as part of a team.
 
To deliver standards.
 
To increase sales
Word-of-mouth publicity can give a business good or bad publicity.True/False
True
A key benefit of offering good customer service is ............
 
Repeat business
 
less customers
 
Reduced tax
 
Lower costs
Rich works the cash register at a retail store. The store is unusually busy today, and Rich’s line has grown long. A woman at the back of the line remarks loudly, “This is absolutely ridiculous!” Rich’s customer is
 
impatient.
 
leave-me-alone.
 
argumentative.
 
domineering/superior.
Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. “No, it’s not!” he exclaimed. “It’s always at 11:30!” Eva’s customer is
 
argumentative.
 
leave-me-alone.
 
impatient.
 
suspicious.
How does solving difficult-customer situations benefit your company?
 
It will generate repeat business.
 
You will get a promotion.
 
The difficult customers won’t bother you again.
 
All the employees will get promotions.
A customer service problem happens when
 
customer service does not meet expectations
 
serving the customers becomes unprofitable
 
customer complaint is ignored
 
A customer asks for the manager
When customers are leaving, it is important to thank them for coming in, even if they didn't buy anything.True/False
True
Businesses never fail because of repeated bad customer service by employees.
 
False
 
True
 
It depends on the money the company has
 
They fail at once
It is important to greet customers...
 
when they enter the store, call the store, or you see them
 
only if they speak to you first
 
when you feel like it
 
only if they are interested in products
If you are helping a customer and see another customer waiting,
 
politely acknowledge them and let them know you will help th
 
demand that they wait their turn
 
ignore them
 
None of the above
When a customer is angry, by remaining calm, helpful, and positive,
 
you will be able to de-escalate (lower) the customer's anger
 
All of the above
 
you will look weak and your boss will get angry
 
the customer will become more angry
Providing great customer service is expected from employees and important to businesses because
 
it is key to doing well and staying in business
 
none of the above
 
it is fun
 
it is the law
In order to properly deal with angry customers, you will need to be able to
 
have strong customer service skills
 
ignore the customer
 
become angry and upset with them
 
walk out because you don't want to get into a fight with th
Why is Great Customer Service Important?
 
All of them
 
You experience less grief from the costumer
 
Stress levels are down.
 
The customer is happy.
Usually it's easier to _________________________ an existing customer than to gain a new one.
 
keep
 
preserve
 
stick
 
hold
We also use these occasions to _____________ feedback from customers on their preferences.
 
get
 
give
 
offer
 
welcome
So that we can _____________ a solution which best meets their needs.
 
offer
 
make
 
try on
 
take
Customers can ____________ a complain.
 
make
 
do
 
run
 
turn
We always try to improve our ____________ times, so that customers don’t have to wait long.
 
response
 
respond
 
answering
 
responding
We provide a number of ways in which customers can _____________ a problem: this can be online, by email or online chat, by phone, or in person.
 
report
 
give
 
provide
 
fill in
Our company does everything possible to promote _____________ loyalty.
 
customer
 
consumer
 
client
 
costumer
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
How is the best way to turn up to work?
 
Smart and business like
 
In your old clothes
 
In your training gear
 
In anything that fits
When a customer is complaining, what would you do?
 
Remain calm and listen
 
Look around and try to get someone else to help
 
Talk over them making excuses
 
Tell them to 'go away'
What would you do if a mistake has been made?
 
Apologise
 
Laugh
 
Say "it's not my problem"
 
Ignore the customer
If the phone rings at work in how many rings should you answer it in?
 
3 rings
 
5 rings
 
7 rings
 
10 rings
I work in a shop and I can not provide my customer with what he/she wants what would I do?
 
Suggest alternatives in store
 
Say "sorry I can't help"
 
Laugh at them
 
Send them to the shop down the street
Would I speak clearly and use language that the customer would understand?
 
Always
 
Rarely
 
Sometimes
 
Often


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