Customer Experience

How can you show that you are actively listening to a customer?

• Engage in other activities
• By Interrupting the Customer
• By Using affirmative words such as ‘OK’ and ‘Yes’
• By telling the Customer to calm down

When dealing with customer face to face which way do you communicate with them more effectively

• With the words you say
• With the tone of your voice
• With your body language
• All of the above

Providing awesome customer experience…

• Influences your customer’s loyalty and makes them an advocate for your brand
• Sets you apart from competition
• Makes happier customers
• All of the above

Which of the following is NOT the sign of active listening?

• Nodding
• Using words like ‘I see’ , ‘Go on’
• Asking and repeating to show your understanding
• Frequent interrupting

Which action can have a negative impact while dealing with an angry customer?

• Showing your compassion about inconvenience they experienced
• Asking the customer to come back when they calm down
• Allowing the customer to express his/her opinion
• Explaining what the best possible solution for that moment is

An employee’s attitude is their most valuable customer service tool

• false
• true

If a Customer is very upset and insulting you, what is the best way to handle the call?

• Hang up and blame it on the network
• Without informing the customer, transfer the call to a more senior person
• Wait for the Customer to pause, apologise and explain your willingness to handle the situation
• B and C

Calling customers by name does little to encourage them to return.

• True

• False

Customers feel like you understand them when you do the following:

• Put them on hold

• Empathize with them

• Transfer the to a manager

• Listen silently with no feedback

You will always sound friendlier on the phone when you are doing this...

• Talking

• Typing

• Smiling

• Sitting Quietly