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