Customer Service and the LAST Approach

Emma introduces the LAST approach for customer service, emphasizing listening, apologizing, solving, and thanking. She explains the importance of customer service, common problems, and how to handle them effectively. Techniques for listening, dealing with angry customers, and maintaining a positive interaction are discussed. The video concludes with a reminder to thank customers and a quiz on the LAST approach.

What is the primary goal of customer service?

• To reduce costs

• To promote products

• To make customers comfortable and happy

• To increase sales

What does the 'L' in the LAST approach stand for?

• Listen

• Laugh

• Learn

• Lead

Which of the following is NOT a good practice when listening to a customer?

• Asking clarifying questions

• Repeating back what they said

• Acknowledging their concerns

• Looking at your watch

How should you respond if a customer uses inappropriate language?

• Respond with similar language

• Ignore them

• Politely ask them to calm down

• Leave the conversation

What is a key phrase to use when apologizing to a customer?

• You should have known better

• We are to blame

• I'm sorry you've had a bad experience

• It's your fault

If you don't know how to solve a customer's problem, what should you do?

• Tell the customer to wait indefinitely

• Ignore the problem

• Guess a solution

• Consult your manager

Why is it important to thank a customer after resolving their issue?

• To make them feel guilty

• To ensure they don't complain again

• To end on a positive note and encourage them to return

• To fill time

What is the final step in the LAST approach?

• Apologize

• Solve

• Listen

• Thank

Which of the following is NOT part of the LAST approach?

• Listen

• Negotiate

• Apologize

• Solve

What is the benefit of using the LAST approach in customer service?

• It reduces the need for customer interaction

• It increases the workload

• It helps in organizing and addressing customer issues effectively

• It complicates the problem-solving process