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