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