Customer Service #1

Good Customer Service helps to:

• Build Your Brand

• Create Trust With Your Customers

• Reduce Customer Complaints & Minimise Problems

• All of the Options

What is the first stage on the Customer Journey?

• Need recognition

• Information Search

• Evaluation of Alternatives

• Purchase Decision

How long do you have to make a first impression?

• 7 Seconds

• 17 Seconds

• 70 Seconds

• 7 Minutes

What is the first thing to do when handling a complaint?

• Run away

• Get the manager

• Apologise

• Argue back

A good _______________ is essential to a business when providing customer service

• speaking voice

• attitude

• first impression

• hair style

when putting a customer on hold you should

• ask for permission

• estimate the hold time

• provide updates

• all of the above

T/F…….you should never identify yourself to the customer

• True

• False

How do you show empathy in customer service

• Understanding the situation

• Acknowledging what you hear

• Relate to the customer

• All of the above

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!