T/F: When customers are leaving, it is important to thank them for coming in, even if they didn't buy anything
False
True
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
What means "when the customer is talking and you show them that you are listening by maintaining eye contact, showing interest, and not interrupting"
promptness
active listening
de-escalate
A top complaint that customers generally have is that
they were not listened to by an employee
the employees were friendly
employees greeted them too ofte
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?"
What means "an employee that is able to be respectful, calm, friendly, and use formal language with customers"
professional
de-escalate
active listening
T/F: Businesses never fail because of repeated bad customer service by employees
False
True
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
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
Being professional when helping shows customers that
they are not important
you are better than them
they are cared for and respected
Providing great customer service is expected from employees and important to businesses because
it is key to doing well and staying in business
it is fun
it is the law
What means "the ability of employees to take care of customers' needs and make sure they are satisfied with a service or product"
promptness
professional
customer service
T/F: Customers hate to be ignored; they feel it is rude and bad customer service
False
True
When interacting with customers, a professional will
use formal language and a friendly tone
scream back at angry customers
use slang
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
When a customer is angry, by remaining calm, helpful, and positive,
you will look weak, and your boss will become angry
the customer will become more angry
you will most likely be able to lower the customer's anger
Jordan, an airline customer service agent, answers telephone calls from customers. The first thing Jordan does is
greet the customer and introduce herself by name
try to solve the customer's problem
determine where the customer lives
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
In order to be able to properly deal with angry customers, you will need to
ignore the customer
have strong customer service skills
become angry and upset at them
To provide good customer service, Allie, a clothing salesperson, should
wait until the customer asks for help
follow the customer around the store
greet customer, introduce herself, and ask if they need help
What means "providing quick and efficient service to all customers"
promptness
customer service
active listening
What means "to be able to lessen or lower a customer's anger"
de-escalate
professional
active listening
An effective and appropriate way of using nonverbal communication while providing customer service is
looking at the floor
touching the customer's arm
smiling and making eye contact
T/F: An upset or angry customer will most likely return
True
False
T/F: If you are assisting customers by phone or email, you need to respond back to them as quickly as possible
True
False
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