Customer service

A customer is complaining angrily about a fault in goods purchased at the store. Which Two of the following actions would be the most suitable?

• Lead the customer to a quiet area of the store.

• Defuse the customer’s anger.

• Call the manager immediately.

• Refuse to talk to the customer until they calm down.

A regular and valued customer has complained that a delivery of goods has been delayed. Which of the following actions are likely to satisfy the customer?

• Offer free delivery on their next purchase.

• Promise to investigate the problem.

• Give an apology

• all of the above

Customers who leave feeling satisfied with the service are more likely to ?

• Change brands

• Leave a tip

• Tell someone else

• Shop with a competitor

A customer service assistant should use which one of the following styles when listening to a customer?

• Active listening

• Clearly listening

• Passive listening

• Apparently listening

Which of the following is a positive response to the customers question Do you have these shoes in a size five and a half?

• No we don’t sorry.

• I’ll just check for you. They have been very popular

• I’d say it was unlikely. They were snapped up quickly because they’re so cheap

• I could look but I don’t hold out much hope

Which of the following is an example of positive body language when talking to customers?

• Shaking your head

• Making eye contact

• Folding your arms

• Shrugging

Which one of the following describes a main key feature of excellent customer service?

• Being courteous to customers.

• Exceeding customer needs.

• Accepting customer needs.

• Meeting company needs.

Which one of the following techniques is most effective when dealing with customers making complaints?

• Identify important points and facts.

• Explain the company’s complaints policy.

• Write everything down.

• Ask for a brief version of events.

How does solving difficult-customer situations benefit your company?

• It will generate repeat business.

• The difficult customers won’t bother you again.

• You will get a promotion.

• All the employees will get promotions.

How long do you have to make a first impression?

• 7 Seconds

• 17 Seconds

• 70 Seconds

• 7 Minutes