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