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