Customer service

A good _______________ is essential to a business when providing customer service

• speaking voice

• attitude

• first impression

• hair style

when putting a customer on hold you should

• ask for permission

• estimate the hold time

• provide updates

• all of the above

Upon closing a call you should _____________

• hang up

• offer further assistance

• sigh

T/F…….you should never identify yourself to the customer

• True

• False

How do you show empathy in customer service

• Understanding the situation

• Acknowledging what you hear

• Relate to the customer

• All of the above

When dealing with difficult customers we should always

• interrupt

• get angry

• offer solutions

• worry about the next call

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?

• Staff & Service are the difference

• Our cakes are better

• Our coffee is warmer

• Our chairs are more comfortable

What type of atmosphere do you want to create?

• Wet & Wild

• Warm & Welcoming

• Wicked & Weird

• Wooden & Warlike

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

• Run away

• Get the manager

• Apologise

• Argue back