B.E. 3.03 Understand the concept of positive customer relations

​All the activities a business engages in to interact with its customers.

Categorize

Options (15)

nodding

paraphrasing

eye contact

asking questions

summarizing

please

thank you

excuse me

you're welcome

my pleasure

sharing experiences

recommendations

referrals

social media posts

personal stories

Sort the following customer service activities

Active Listening

Courtesy

Word of Mouth

Multiple Choice

How can a business strategically use word-of-mouth promotion to enhance its customer relations and service?

• By offering discounts to customers who refer others.

• By encouraging satisfied customers to share their experiences on social media.

• By investing in traditional advertising methods.

• By focusing solely on internal customer satisfaction.

Multiple Choice

What strategic approach can a company take to improve productivity while maintaining high levels of customer service?

• Reducing the number of employees to cut costs.

• Implementing a customer feedback system to identify areas for improvement.

• Increasing the price of products to boost revenue.

• Focusing only on external customer satisfaction.

Multiple Choice

In what way can internal customers be strategically utilized to enhance overall customer satisfaction?

• By assigning them tasks unrelated to customer service.

• By involving them in decision-making processes that affect customer interactions.

• By limiting their interaction with external customers.

• By focusing solely on their productivity metrics.

Multiple Choice

How can a business balance courtesy and productivity in customer service?

• By prioritizing speed over quality in customer interactions.

• By training employees to handle customer inquiries efficiently and politely.

• By focusing only on the quantity of customer interactions.

• By reducing the number of customer service representatives.

Multiple Choice

What strategic reasoning can be applied to enhance customer relations through internal customer satisfaction?

• By ignoring employee feedback and focusing on external customers.

• By creating a supportive work environment that empowers employees.

• By reducing employee benefits to cut costs.

• By focusing solely on external marketing strategies.

Multiple Choice

You work in a men’s store and see a customer looking at a rack of men’s suits. What would be the best thing to say as you approach this customer?

• We have some great fabric and pattern choices. What colors do you prefer?

• I see you are interested in our suits.

• The blue suits are very popular. You take a size 40 regular, right?

• I have some great suits on sale. May I show you a few?

Match

Match the following strategies with their corresponding word-of-mouth promotion methods.

• By offering discounts to customers who refer others.

• By encouraging satisfied customers to share their experiences on social media.

• By investing in traditional advertising methods.

• By focusing solely on internal customer satisfaction.

Encouraging customers to bring in new clients through incentives.

Motivating happy customers to post about their positive experiences online.

Spending money on TV, radio, and print ads.

Concentrating efforts on improving the experience of current customers without external promotion.

• Encouraging customers to bring in new clients through incentives.

• Motivating happy customers to post about their positive experiences online.

• Spending money on TV, radio, and print ads.

• Concentrating efforts on improving the experience of current customers without external promotion.