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