NRF Customer Service - Flashcard 3

Front

If you find yourself having to resolve a very difficult issue, you may want to: Ask the customer to come back another time, Tell the customer that he is being unreasonable, Get help from a more senior employee

Back

Get help from a more senior employee

Front

When the customer presents you with a problem, you should ask her: How she would like the situation solved

Back

How she would like the situation solved

Front

If a customer becomes abusive, you should probably:

Back

Contact your manager

Front

When using the T.H.A.N.K.S. method, "S" stands for "Solve the problem, or find someone who can."

Back

True

Front

When using the T.H.A.N.K.S. method, "K" stands for:

Back

Know a solution if the customer does not suggest one

Front

When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the problem, but excuse yourself if another customer comes in."

Back

True

Front

When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention."

Back

True

Front

Customer complaints should be welcomed because they provide an opportunity to:

Back

Learn about problems so improvements can be made

Front

Which of the following might be acceptable techniques for directing a customer to the Customer Service department? Options: "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you. but I can't leave this area unattended at the moment." , "You'll have to take this to Customer Service; I can't help you here." , "Someone in Customer Service can help you with that; I'll show you the way." , A and C

Back

A and C

Front

Even if your company's return policy restricts what you can do for the customer, you should:

Back

Consider alternatives, such as offering a discount coupon or a free sample