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: If you are assisting customers by phone or email, you need to respond back to them as quickly as possible
False
True
If you are helping a customer and see another customer waiting
it is best to ignore them
demand that they wait their turn
politely greet them and let them know you will help soon
The best way for Maria to introduce herself to customers is by saying
"Good morning. What's your name?"
"Hi. What's up? I am Maria."
"Good morning. I am Maria."
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
T/F: When customers are leaving, it is important to thank them for coming in, even if they didn't buy anything
True
False
A top complaint that customers generally have is that
employees greeted them too ofte
the employees were friendly
they were not listened to by an employee
To provide good customer service, Allie, a clothing salesperson, should
greet customer, introduce herself, and ask if they need help
follow the customer around the store
wait until the customer asks for help
T/F: Businesses never fail because of repeated bad customer service by employees
True
False
T/F: An upset or angry customer will most likely return
True
False
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
False
True
What factor is important in providing good customer service?
having customers wait for a long time
pay attention to how long someone waits and be quick helping
talking with all customers
It is important to greet customers
when you feel like it
whey they enter the store, call, or when you see them
only when they enter the store
T/F: Customers hate to be ignored; they feel it is rude and bad customer service
True
False
What means "to be able to lessen or lower a customer's anger"
professional
de-escalate
active listening
Jordan, an airline customer service agent, answers telephone calls from customers. The first thing Jordan does is
determine where the customer lives
try to solve the customer's problem
greet the customer and introduce herself by name
Being professional when helping shows customers that
they are cared for and respected
you are better than them
they are not important
What means "providing quick and efficient service to all customers"
active listening
customer service
promptness
An effective and appropriate way of using nonverbal communication while providing customer service is
smiling and making eye contact
looking at the floor
touching the customer's arm
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
When interacting with customers, a professional will
use slang
scream back at angry customers
use formal language and a friendly tone
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