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To provide good customer service, Allie, a clothing salesperson, should
wait until the customer asks for help
greet customer, introduce herself, and ask if they need help
follow the customer around the store
An upset customer yells at Marcus, a store employee. Marcus correctly
yells back at the customer
remains calm and professional
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."
"Hi. What's up? I am Maria."
"Good morning. What's your name?"
Jordan, an airline customer service agent, answers telephone calls from customers. The first thing Jordan does is
determine where the customer lives
greet the customer and introduce herself by name
try to solve the customer's problem
When a customer is angry, by remaining calm, helpful, and positive,
the customer will become more angry
you will most likely be able to lower the customer's anger
you will look weak, and your boss will become angry
If you are helping a customer and see another customer waiting
politely greet them and let them know you will help soon
it is best to ignore them
demand that they wait their turn
What factor is important in providing good customer service?
having customers wait for a long time
talking with all customers
pay attention to how long someone waits and be quick helping
A top complaint that customers generally have is that
employees greeted them too ofte
they were not listened to by an employee
the employees were friendly
Being professional when helping shows customers that
they are not important
they are cared for and respected
you are better than them
It is important to greet customers
only when they enter the store
when you feel like it
whey they enter the store, call, or when you see them
When interacting with customers, a professional will
scream back at angry customers
use formal language and a friendly tone
use slang
What means "to be able to lessen or lower a customer's anger"
active listening
professional
de-escalate
What means "providing quick and efficient service to all customers"
promptness
active listening
customer service
What means "when the customer is talking and you show them that you are listening by maintaining eye contact, showing interest, and not interrupting"
active listening
de-escalate
promptness
T/F: Employers desire employees with strong customer service skills because they realize that customer care is at the heart of a business being successful
True
False
