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Customer Service Skills
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T/F: If you are assisting customers by phone or email, you need to respond back to them as quickly as possible
 
True
 
False
T/F: When customers are leaving, it is important to thank them for coming in, even if they didn't buy anything
 
True
 
False
T/F: Businesses never fail because of repeated bad customer service by employees
 
False
 
True
T/F: Customers hate to be ignored; they feel it is rude and bad customer service
 
True
 
False
T/F: An upset or angry customer will most likely return
 
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"
 
active listening
 
de-escalate
 
promptness
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
 
active listening
 
professional
When interacting with customers, a professional will
 
use formal language and a friendly tone
 
use slang
 
scream back at angry customers
It is important to greet customers
 
whey they enter the store, call, or when you see them
 
only when they enter the store
 
when you feel like it
Being professional when helping shows customers that
 
they are cared for and respected
 
they are not important
 
you are better than them
A top complaint that customers generally have is that
 
they were not listened to by an employee
 
employees greeted them too ofte
 
the employees were friendly
What factor is important in providing good customer service?
 
pay attention to how long someone waits and be quick helping
 
talking with all customers
 
having customers wait for a long time
If you are helping a customer and see another customer waiting
 
politely greet them and let them know you will help soon
 
demand that they wait their turn
 
it is best to ignore them
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
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
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?"
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
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
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
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