Customer Service

A good _______________ is essential to a business when providing customer service.

• speaking voice

• attitude

• first impression

• hair style

When greeting a customer you should always............

• smile and shake their hand

• tell the customer how you feel today

• have open body language

• multitask and ask them to repeat

Which statement about customer service is correct?

• Excellent customer service results in a more positive business

  reputation.

• Excellent customer service results in more promises and

  therefore more lawsuits.

• Excellent customer service results in fewer loyal customers.

• Excellent customer service results in lower wages.

Which of the following is most likely to help in calming an angry customer when face to face?

• Crossing your arms

• Rapid nodding of the head

• Slow nodding of the head

• Smiling

How does solving difficult-customer situations benefit you personally?

• You will encounter difficult customers less frequently.

• Your customers will be happier.

• You gain valuable communication skills.

• Your boss will automatically give you a raise.

Carrie has a summer job cleaning and maintaining backyard pools. Her boss thinks she does a great job. Today, she has a new client. For a while, he was watching her from the porch, and then he came out and stood just a few feet away from her. “Don’t do it that way,” he instructed. “You’re using too much chlorine. Should I just measure it out for you?” Carrie’s customer is

• slow/methodical

• domineering/superior

• suspicious

• irritable/moody

Mitch works at the layaway counter in a retail store. The store’s layaway policy is clearly posted on a sign over the counter, but sometimes customers just don’t “get it.” Today, a woman asked about 15 questions to make sure she understood the policy correctly. She was a __________ customer.

• dishonest

• domineering/superior

• complaining

• suspicious

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.

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.

Why is Great Customer Service Important?

• The customer is happy.
• You experience less grief from the costumer
• Stress levels are down.
• All of them