English for customer care

1. Who deals with customers in person

• A. a receptionist

• B. a waiter

• C. a bank officer

2. Who is responsible for helping customers choose the right product?

• A. A sales representative

• B. A teller

• C. A manager

3. Who handles customer questions or problems over the phone?

• A. An agent

• B. A cashier

• C. waiter

4. Who takes care of after sales service?

• A. A manager

• B. A sales manager

• C. An officer

5. Who processes product orders for customers?

• A. A receptionist

• B. A sales representative

• C. A cashier

6. Who often has to write customers?

• A. concierge

• B. An agent

• C. an shop assistant

If you are ..............to customers, they will not do business with you again.

8. Customers always expect you to be..............

• A. attentive

• B. patient

• C. impatient

• D. A& B

9. A call centre agent should never be..............on the phone and should always be...........

• A. rude/helpful

• A. rude/unhelpful

• C. unhelpful/impolite

• D. rude/uninformed

10. Being...........always makes a bad impression on customers or guests

• A. patient

• B. helpful

• C. rude

• D. well informed