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