Which is a way to gain customer satisfaction?

• Speaking abruptly

• Long Queues (lines)

• Confidence in service

What is customer service?

• A form of production

• When a business does not care about customers

• The service that is provided to customers before, during and after they have purchased an item or service.

What is the best way to talk to a customer?

• Ignore the customer

• Interact as if you are best friends

• Speak in a pleasant tone of voice and interact in a warm manner with the customer

What is the first rule in customer service?

• Treat customers well so the business is profitable

• The customer is always right

• The customer is always wrong.

¨Treat others as you would like to be treated¨ is this statement applicable to good customer service?

• Yes

• No

• Do not know

What is the goal of a sales associate?

• Make sure that any products displayed are perfectly tidy.

• Satisfy the customer

• Exceed your target each month.

Why can customer complaints sometimes be a good thing for a business?

• They can change and do something completely different

• The business will get feedback so they can improve

• Learn who are the difficult customers

What should you do if a customer becomes abusive?

• Refund his item even if it is damaged

• Shout at the manager

• Contact your manager

What should you do when a customer comes to you with a complaint?

• Be patient

• Listen carefully

• All answers are correct

Which one of these roles does not deal directly with customers?

• Receptionist

• Delivery Driver

• Cleaner