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To provide good customer service, Allie, a clothing salesperson, should
follow the customer around the store
wait until the customer asks for help
greet customer, introduce herself, and ask if they need help
An upset customer yells at Marcus, a store employee. Marcus correctly
remains calm and professional
yells back at the customer
asks the customer to leave
An effective and appropriate way of using nonverbal communication while providing customer service is
looking at the floor
smiling and making eye contact
touching the customer's arm
The best way for Maria to introduce herself to customers is by saying
"Good morning. I am Maria."
"Good morning. What's your name?"
"Hi. What's up? I am Maria."
Jordan, an airline customer service agent, answers telephone calls from customers. The first thing Jordan does is
try to solve the customer's problem
greet the customer and introduce herself by name
determine where the customer lives
In order to be able to properly deal with angry customers, you will need to
become angry and upset at them
ignore the customer
have strong customer service skills
Providing great customer service is expected from employees and important to businesses because
it is fun
it is key to doing well and staying in business
it is the law
When a customer is angry, by remaining calm, helpful, and positive,
you will most likely be able to lower the customer's anger
the customer will become more angry
you will look weak, and your boss will become angry
If you are helping a customer and see another customer waiting
demand that they wait their turn
politely greet them and let them know you will help soon
it is best to ignore them
What factor is important in providing good customer service?
talking with all customers
pay attention to how long someone waits and be quick helping
having customers wait for a long time
A top complaint that customers generally have is that
the employees were friendly
employees greeted them too ofte
they were not listened to by an employee
Being professional when helping shows customers that
they are cared for and respected
they are not important
you are better than them
It is important to greet customers
whey they enter the store, call, or when you see them
only when they enter the store
when you feel like it
When interacting with customers, a professional will
scream back at angry customers
use slang
use formal language and a friendly tone
What means "to be able to lessen or lower a customer's anger"
active listening
de-escalate
professional
What means "the ability of employees to take care of customers' needs and make sure they are satisfied with a service or product"
professional
customer service
promptness
