When a customer is complaining, what would you do?
Talk over them making excuses
Look around and try to get someone else to help
Tell them to 'go away'
Remain calm and listen
Why is it important to make eye contact with a customer?
It is professional
It shows them you are interested
Because you fancy them
Because it's nice
What is important to do when talking to a customer over the phone?
Smile
Speak loudly
Have a laugh with the customer
Speak really slowly
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"
Suggest alternatives in store
Laugh at them
Send them to the shop down the street
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?
To show that you are listening
It is professional
Because you like them
Because the customer likes talking
How is the best way to turn up to work?
Smart and business like
In your old clothes
In your training gear
In anything that fits
If the phone rings at work in how many rings should you answer it in?
7 rings
10 rings
5 rings
3 rings
What would you do if a mistake has been made?
Say "it's not my problem"
Apologise
Ignore the customer
Laugh