Customer Service Basics

Front

Who are your customers? Options: Internal Customers, External Customers, Both Internal and External Customers, None of the above

Back

Both Internal and External Customers

Front

_________________ means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back.

Back

Customer Service

Front

____________ need to be empowered to satisfy customers.

Back

Employees

Front

Which tone of voice says "I am enthusiastic and excited!"? Options: Flat tone of voice, None of the above, Loud voice, High pitch, rapid voice

Back

High pitch, rapid voice

Front

It is a communication tool that is often the first or last place a customer comes in contact with an organization or company.

Back

Telephone

Front

Instead of saying "I don't know," it is better to say:

Back

"Let me look into this and get back to you ASAP."

Front

If a customer expresses annoyance or frustration, your response should be:

Back

I understand your frustration, let's see how we can solve this problem.

Front

Customer service is not a department, it is an ____________.

Back

Attitude