Customer Service Review

Why should employees act as if customers are their employers?

• customers own the business

• employees might work for the customers in the future

• customers pay employees' bonuses

• employees would not have jobs if there were no customers

n order to provide good service, employees should give customers

• free products

• limited information

• political opinions

• complete attention

What do customers expect business employees to be?

• laid-back

• irresponsible

• wealthy

• well-informed

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

• change inventory

• resolve problems

• plan events

• change business hours

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.

• get as upset as the customer

• blame the billing department

• find out what caused the mistake

• call the person's supervisor to complain about the customer's attitude

Being customer-oriented most benefits employees by supporting their

• careers

• productivity at home

• competitiveness with co-workers

• time management skills

Emphasizing customer service can help a business to be

• irresponsible

• competitive

• objective

• possessive

What is often a benefit to a business of providing good customer service?

• more complaints

• increased expenses

• longer season

• greater profits

Businesses whose employees demonstrate a customer-service mindset often benefit from

• increased costs

• reduced complaints

• rapid employee turnover

• decreased employee morale

.

What staff are responsible for displaying a customer-service mindset?

• all staff

• those with direct customer contact

• management

• those with indirect customer contact