What is rule number 1 in customer service?

A good customer is a profitable customer

When a customer comes to you with a problem, you should try to solve it by doing a number of things. Which one should you not do?

Refer the customer immediately to the complaint department before getting into it with the customer.

Acknowledge that a problem exists.

Ask questions to help yourself understand what the customer thinks is the problem and what happened.

Simplify the problem by focusing on the facts and writing down the chain of events as the customer describes them.

According to the "golden rule,"

treat people the way you would want to be treated.

it is better to reward the dishonest customer rather than the honest customer.

treat people the way you do not wish to be treated.

it is better to reward the honest customer rather than the dishonest customer.

Which one of the following are not one of the key reasons for customer dissatisfaction?

Employees who ask too many questions.

Employees who don't listen to what the customer is saying.

Employees who ignore customers completely.

Employees who don't follow up or follow through.

Which of the following is an excellent customer service practice?

Following up with a customer to make sure his or her problem was corrected.

Not taking responsibility for a customer's problem.

Blaming someone else for a customer's problem, and referring the customer to your supervisor.

Making promises to calm a customer down, whether or not you will be able to follow through on the promise.

You are dealing with a difficult customer, what should you do?

Keep smiling, say you are trying your best and repeat the best options available to them.

Tell them if they don't stop acting this way you will ask them to leave.

Smile but say you won't tolerate their behaviour anymore and walk away.

Tell a colleague to serve them and see if they're any better then.

Why are telephone greetings so important?

It is because of the company's policy.

You are alone at the Headwaiter counter receiving a guest, what should you do when the phone is on the third ring?

Apologize to the guest, excuse yourself and then answer the phone

Ignore the phone and let it ring.

Pick up the phone and tell the caller to hold.

Ignore the phone and carry on with your task.

How should the service staff greet the guest upon receiving the phone call in a restaurant?

Good afternoon, sir, this is ABC café, John speaking, how may I assist you?

Hi, good afternoon, sir, how may I assist you?

Hello, good afternoon, sir, John here, what can I do for you?

Hello, yes, afternoon, this is ABC café, who you looking for?

When putting a caller on hold, what do you need to say or ask?

Ask if it is ok to put the caller on hold.

"I am going to put you on hold."

"Would you like to be put on hold?"

"I apologise for the inconvenience caused."

When taking a caller off hold, what should you say?

"Hello, you still there on the line."

"I apologised for the inconvenience."

"I told you it is not going to be long."

Two of the basics needs required to ensure that a customer has a pleasant experience when he comes to your restaurant are

an enjoyable atmosphere and super service.

free beverages and a cleaned restroom.

service staff who look good and take turns helping customers.

Which one of the following is an example of active listening?

Paraphrasing to show understanding.

Just hear what you want to hear.

Understand the speaker's feeling.

Pretend to pay attention and listen.

What is active listening?

Listening in a way that demonstrates interest and encourages continued speaking.

It is about listening without reacting and interrupting.

Seeking to understand what the other person is feeling.

Pretending to listen but actually spending more time thinking.

A professional service provider is someone who _____________.

provides excellent customer service regardless of job title

pays a lot attention to details

What is external customer?

It is someone who uses a company's products or services but is not part of an organization.

It is a person who sells goods and services to others.

It is a person who produces goods and services for others to sell.

It is any member of your organization who relies on assistance from another to fulfil his or her job duties.

What does cross-selling means?

It is the action or practice of selling an additional product or service to an existing customer.

It is to sell a product after meeting face-to-face with a customer.

It is a sales technique used to get a customer to spend more by buying an upgraded or premium version of what's being purchased.

It is a selling method in which the staff spends time with the customer to understand the problem the customer is trying to solve and then recommends a solution that will specifically address that problem.

John, a service staff from NLS Cafe did not greet and not able to talk properly to the guest. what would you do to prevent such incident from happening again in the future?

Sent John for customer service training.

Customer Service Midterm Exam - Part 1

Authored by Liteesha Mitchell

Business

10th - 12th Grade

Used 16+ times

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MULTIPLE CHOICE QUESTION

1 min • 1 pt

Choose an example of good customer service.

Food service assistands stands with their backs to the customer

A food service assistant smiles and greets the customer politely

A food service assistant chews her nails whilst waiting for her customer to make their choice.

A chef shouts at a colleague when they make an error with a food order.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Identify the benefits of good customer service to the business.

Customers who did not enjoy their experience, will recommend the business to friends.

Customers who enjoy their experience, will spend more money.

The business will not expand.

The business will get bad reviews.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which is not a way to provide consistent and reliable service?

Product knowledge

Dealing with problems

Long waiting time

Short waiting time

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Why is Great Customer Service Important?

The customer is happy.

You experience less grief from the costumer

Stress levels are down.

All of them

MULTIPLE CHOICE QUESTION

1 min • 1 pt

When Dealing with a Customer, You Should Not?

Get caught up in an argument.

Use the word "NO"

Give out orders or place blame on the Customer.

All of these

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is customer service?

The way a business looks after its customers

selling a product of service

promoting a product

Way way someone speaks to you

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is it called when customers makes repeat purchases because they prefer the business’s products to those of its rivals.

Customer Loyalty

Rising market share

Attracting new customers

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Customer Service Midterm Exam - Part 1

Choose an example of good customer service.

Identify the benefits of good customer service to the business.

Which is not a way to provide consistent and reliable service?

Why is Great Customer Service Important?

When Dealing with a Customer, You Should Not?

What is customer service?

What is it called when customers makes repeat purchases because they prefer the business’s products to those of its rivals.

What is rule number 1 in customer service?

A key benefit from offering good customer service is

What do customers expect business employees to be?

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