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