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It is more expensive to acquire a new customer than it is to keep a current one.True/False
True
Customers expect businesses to respond to their emails within an hour.True/False
True
Companies that make an effort to improve their customer experience also see employee engagement rates go up.True/False
True
How would you view customer complaints?
 
An opportunity to improve service
 
As a pain in the backside
 
A waste of valuable time
 
At least is gives you a chance to talk to the customers
How is the best way to turn up to work?
 
Smart and business like
 
In your old clothes
 
In your training gear
 
In anything that fits
When a customer is complaining, what would you do?
 
Remain calm and listen
 
Look around and try to get someone else to help
 
Talk over them making excuses
 
Tell them to 'go away'
What would you do if a mistake has been made?
 
Apologise
 
Laugh
 
Say "it's not my problem"
 
Ignore the customer
If the phone rings at work in how many rings should you answer it in?
 
3 rings
 
5 rings
 
7 rings
 
10 rings
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
 
Say "sorry I can't help"
 
Laugh at them
 
Send them to the shop down the street
Would I speak clearly and use language that the customer would understand?
 
Always
 
Rarely
 
Sometimes
 
Often
What is important to do when talking to a customer over the phone?
 
Smile
 
Speak loudly
 
Speak really slowly
 
Have a laugh with the customer
Why is it important to make eye contact with a customer?
 
It is professional
 
It shows them you are interested
 
Because you fancy them
 
Because it's nice
Why should you always give the customer your complete attention?
 
It is professional
 
To show that you are listening
 
Because the customer likes talking
 
Because you like them
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