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