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