Customer Service - Revision

Which of the following is most likely to help in calming an angry customer when face to face?

• Crossing your arms

• Rapid nodding of the head

• Slow nodding of the head

• Smiling

How do you normally respond if you don’t know the answer to a customer’s question?

• If you absolutely cannot answer their question, respond with ‘I’m not 100% sure on that, but let me check with one of my colleagues and get back to you straight away.

• Tell them the truth that you do not know and to go away because they are bothering you.

• You make up the answer and hope for the best!

Someone who buys goods or services

• A- Customer

• B- Client

• C- Buyer

• A and B

The types of communications are

• A- Direct communication

• B- Low level communication

• C- Indirect communication

• A and C

Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service

• True

• False

Which statement about customer service is correct?

• Excellent customer service results in a more positive business

  reputation.

• Excellent customer service results in more promises and

  therefore more lawsuits.

• Excellent customer service results in fewer loyal customers.

• Excellent customer service results in lower wages.

Why is customer service mandatory?

• Customer service is mandatory as required by federal law.

• Customer service is mandatory because without it a company will

  lose customers.

• Customer service is mandatory because state law requires it.

• Customer service is mandatory because CEOs like to spend money

  on it.

WHY CUSTOMER SERVICE IS IMPORTANT

• 1. The best customer service builds trust

• 1. Customer service matters more than price

• 1. It will build brand awareness

• All of the above

What is not a type of communications?

• A-Verbal

• B-Merbal

• C-Written

• A and C

Which of the following is not attitude in providing good service

• • Enjoy helping people

• • Handle people well

• • Give unfair and unequal treatment to all

• None of the above