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