Customer Service

Good Customer Service helps to:

• Build Your Brand

• Create Trust With Your Customers

• Reduce Customer Complaints & Minimise Problems

• All of the Options

What makes your organisation different from similar ones?

• Products & Service are the difference

• We pay less so our costs are lower

• We work our teams harder

• Our social media & marketing is funnier

What is the first stage on the Customer Journey?

• Need recognition

• Information Search

• Evaluation of Alternatives

• Purchase Decision

How long do you have to make a first impression?

• 7 Seconds

• 17 Seconds

• 70 Seconds

• 7 Minutes

What percentage of complaints do you hear about?

• 1 in 10

• 1 in 50

• 1 in 500

• 1 in 25

How many people could hear about a bad experience?

• 6

• 60

• 600

• 6000

What is the first thing to do when handling a complaint?

• Run away

• Get the manager

• Apologise

• Argue back

Your most unhappy customer is your greatest source of.....

• Aggravation

• Learning

• Income

• Frustration

Which of the following demonstrates respect:

• Being Polite

• All of the Options

• Being consistent in your actions

• Encouragement & Implementation of ideas