Understanding Customer Service

How can businesses ensure they provide quality customer service?

• By ignoring feedback

• By understanding customer needs

• By reducing staff

• By increasing prices

What should you do to avoid scaring the customer?

• Frown at them

• Smile at them

• Yell at them

• Ignore them

What should you do to make customers feel you are helping them?

• Avoid eye contact

• Maintain short eye contact

• Stare at them

• Look away constantly

What technique helps in identifying customer needs?

• Ignoring customer feedback

• Listening actively

• Talking continuously

• Offering discounts

What percentage of buying experiences are based on how customers feel they are being treated?

• 60%

• 80%

• 70%

• 50%

What percentage of customers will return if you solve their problems?

• 50%

• 60%

• 70%

• 80%

What percentage of shoppers trust online reviews as much as word of mouth?

• 84%

• 70%

• 60%

• 50%

What does collecting feedback prove to customers?

• You value their opinion.

• You want to sell more products.

• You are planning a sale.

• You are expanding your business.

How does feedback contribute to customer retention?

• By offering free shipping.

• By enticing customers to come back again.

• By providing more payment options.

• By reducing product prices.

Why is it important to identify customers' needs and preferences?

• To ignore customer feedback

• To make any necessary changes

• To increase advertising costs

• To reduce product quality