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