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