POB - Unit 1- 1.04

What is customer relations?

• The employees closest clients

• The relationships customers hold with other people

• The way businesses and its employees interact and communicate with its customers

• The customers' family and friends

Why is customer service so important?

• It helps develop a bond of trust and partnership between business and customer

• None of these answers

• Business can take loans off of customers through very heavy purchases

• Allows company to get customer feedback, and improve their business

Which of the following are ways to get a customer to come back to your business again?

• Be overly talkative and disrupt the customer

• Ask them if they need help with anything; be very attentive

• Greet the customer with a smile as they enter

• Show low energy and be distant

Which of the following is not a step you should follow when developing great customer service?

• Make sure to promise what you can deliver

• Set high standards and work towards achieving them

• Show thanks and gratitude towards the customer

• Get distracted from the customer and not pay attention to them

Rachel is a new employee an experienced receptionist at a sales company. One day, an angry customer comes in to file a complaint. Rachel listens attentively, and promises to do what she can to get this complaint to the higher ups, and thanks them. What customer service techniques did Rachel display?

• Connecting with the customer

• Discovering their need

• Setting fair promises

• Thank the customer

What does it mean to follow up with a customer?

• Listen to them

• Make sure quality service was provided

• Figure out their needs

• Follow the customer's personal life

Why would lack of customer service negatively affect your business?

• Customers won't want to come back to your business

• Customers could leave negative reviews, affecting other potential customers decision in coming to your business

• Customers will most likely go to a competitors business instead of your, potentially putting you out of business

• It wouldn't because customers don't care about customer service

Jamie is a new employee at a retail store, and is learning about what to do when an angry customer arrives? What should Jamie do in this scenario?

• Pay sharp attention to the customer and maintain eye contact

• Become irritated with the customer and lash out

• Do his best to figure out the customer's needs, and try to deliver on them without making undeliverable promises

• Zone out and not show the willingness to help