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