BB40 3.03 Customer Service

Front

The way you follow up with a customer when showing a customer service mindset will vary according to

Back

the type of service you have provided the person.

Front

As employees go about their daily activities, their actions should be driven by whether the actions will result in customer satisfaction.

Back

result in customer satisfaction.

Front

Which of the following will help you have a pleasant voice when speaking to customers: Speaking very slowly, Speaking quickly, Speaking in a monotone voice, Speaking at a comfortable volume

Back

Speaking at a comfortable volume

Front

What can employees do to help provide good service to customers?

Back

Resolve problems

Front

What should you do to demonstrate a customer service mindset in the following situation: An irate business customer yells at you because of a billing error?

Back

Make sure the mistake is corrected.

Front

You have a customer service mindset if you believe that your customers are your

Back

employers.

Front

Which of the following is often a way that giving customers good service benefits a business: Recognizes good employees, Helps retain customers, Identifies new customers, Helps promote employees

Back

Helps retain customers

Front

Which of the following situations best displays a customer service mindset: A large corporation being open during normal business hours, An automobile dealership providing its employees with the option of attending a seminar on improving their selling skills, A hotel chain offering its frequent guests the option of checking in as early as 9:00 a.m. and checking out as late as 5:00 p.m., A fast-food restaurant offering overtime pay to all its employees?

Back

A hotel chain offering its frequent guests the option of checking in as early as 9:00 a.m. and checking out as late as 5:00 p.m.

Front

In which way did Brian demonstrate the customer service mindset?

Back

Being efficient

Front

What should employees try to avoid so that they can give customers their full attention?

Back

Distractions