Why should you always give the customer your complete attention?
To show that you are listening
Because you like them
Because the customer likes talking
It is professional
Why is it important to make eye contact with a customer?
Because you fancy them
It is professional
Because it's nice
It shows them you are interested
What is important to do when talking to a customer over the phone?
Speak loudly
Have a laugh with the customer
Speak really slowly
Smile
Would I speak clearly and use language that the customer would understand?
Sometimes
Always
Rarely
Often
I work in a shop and I can not provide my customer with what he/she wants what would I do?
Say "sorry I can't help"
Laugh at them
Suggest alternatives in store
Send them to the shop down the street
If the phone rings at work in how many rings should you answer it in?
5 rings
10 rings
7 rings
3 rings
What would you do if a mistake has been made?
Say "it's not my problem"
Laugh
Ignore the customer
Apologise
When a customer is complaining, what would you do?
Remain calm and listen
Talk over them making excuses
Look around and try to get someone else to help
Tell them to 'go away'
How is the best way to turn up to work?
In anything that fits
Smart and business like
In your old clothes
In your training gear
How would you view customer complaints?
At least is gives you a chance to talk to the customers
A waste of valuable time
As a pain in the backside
An opportunity to improve service
Customers expect businesses to respond to their emails within an hour.True/False
True
It is more expensive to acquire a new customer than it is to keep a current one.True/False
True
