Customer Service Skills

A service mindset is an outlook that focuses on creating customer

• Value

• Loyalty

• Trust

• All the above

Research has shown that (%) of customers want to be welcomed with a friendly greeting.

• 30%

• 50%

• 80%

• 100%

We are serving External Customers only

• False

• True

Which is the wrong statement in Establish Working Relationship?

• Trust the people you work with

• Respect the people who you work with, ,you value their input and ideas

• All good relationships depend on open, honest communication

• Take advantages of others

In the Pillars of Customer Service, we emphasis on:

• Empathy & Patient

• Confidence & Professionalism

• Problem Solving

• All the above

Manage with Confidence will allows you to present well

• False

• True

Being empathetic towards someone doesn’t mean that you are agreeing with them.

• True

• False

Being patient is an important customer service skill, especially when dealing with angry or irritated customers.

• True

• False

When you identify a problem with your customer. Which is the wrong statement to apply?

• Can you describe exactly the problem you are facing?

• When did the problem begin?

• Has the problem occurred before?

• What is your ACTUAL problem?

Give our customer great service and they will have plenty of confidence in us.

• True

• False