Building a Relationship with Customers

1. To provide the best possible service, a Customer Service Representative must get close to the customer by building a strong relationship with them.

• True

• False

2. Relationship building is not important to customer service.

• True

• False

3. When a customer Service Representative is courteous and polite, it demonstrates that they _________.

4. When you are listening attentively to the customer, it demonstrates to the customer that she/he is seen as __________________.

5. Establish good rapport the moment communication starts by all of the following EXCEPT:

• Smiling

• Being friendly

• not showing interest in what they are saying

• Be considerate

6. You can interact positively with customer by being: (Tick all that applies)

• Helpful Committed

• Be a problem solver

• Be credible

• Being disrespectful

7. Identify your customers’ needs is by:

8. One way to make each customer feel valued is by:

You can maintain ongoing relationships by:

• Remembering your customers

• Learning their names

• Recognizing and highlighting something about them

• All of the above