Why should you always give the customer your complete attention?
Because the customer likes talking
Because you like them
To show that you are listening
It is professional
Why is it important to make eye contact with a customer?
It shows them you are interested
Because you fancy them
It is professional
Because it's nice
What is important to do when talking to a customer over the phone?
Smile
Have a laugh with the customer
Speak loudly
Speak really slowly
Would I speak clearly and use language that the customer would understand?
Rarely
Always
Sometimes
Often
I work in a shop and I can not provide my customer with what he/she wants what would I do?
Suggest alternatives in store
Say "sorry I can't help"
Laugh at them
Send them to the shop down the street
If the phone rings at work in how many rings should you answer it in?
10 rings
7 rings
5 rings
3 rings
What would you do if a mistake has been made?
Apologise
Laugh
Ignore the customer
Say "it's not my problem"
When a customer is complaining, what would you do?
Look around and try to get someone else to help
Tell them to 'go away'
Talk over them making excuses
Remain calm and listen
How is the best way to turn up to work?
In your training gear
Smart and business like
In anything that fits
In your old clothes
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
