Customer Service Measurement Tool

Choose an example of good customer service.

• Food service assistands stands with their  backs to the customer
• A food service assistant smiles and greets the customer politely
• A food service assistant chews her nails whilst waiting for her customer to make their choice.
• A chef shouts at a colleague when they make an error with a food order.

Identify the benefits of good customer service to the business.

• Customers who did not enjoy their experience, will recommend the business to friends.
• Customers who enjoy their experience, will spend more money.
• The business will not expand.
• The business will get bad reviews.

Which is not a way to provide consistent and reliable service?

• Product knowledge
• Dealing with problems
• Long waiting time
• Short waiting time

We're doing everything to ____________________ our customers' expectations.

• excess
• exit
• exceed
• access

Usually it's easier to _________________________ an existing customer than to gain a new one.

• stick
• keep
• hold
• leave

For most businesses, the most profitable customers tend to be...

• Local customers
• Loyal customers
• Business customers
• New Custoemrs

Which of the following is the best way to handle argumentative customers:

• Ask simple, polite questions with options.

• Never press for sales or decisions.

• Explain and demonstrate good service as many times as you need to.

• Mirror their behavior.

Which of the following is the best way to handle leave-me-alone customers:

• Agree first on common points.

• Ask simple, polite questions with options.

• Don’t jump to quick conclusions.

• Never press for sales or decisions.

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.

Listening involves...

• active process of receiving and responding to spoken

• act of referring someone

• make considered decisions or come to sensible conclusions

• offered from the employee to the customer