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