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