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