Which one of the following describes a main key feature of excellent customer service?

• Being courteous to customers.

• Accepting customer needs.

• Exceeding customer needs.

• Meeting company needs.

Which one of the following techniques is the most effective method of approaching clients?

• Acknowledge their presence.

• Wait until the client asks for help

• Greet them and carry on working.

• Observe client movements, but say nothing.

An effective technique for finding out what issue a client is having is to

• ask if they would repeat the question

• form an opinion quickly

• interrupt them to confirm understanding

• summarize what they have said

Which one of the following techniques is most effective with dealing with clients making complaints?

• Identify important points and facts

• Write everything down.

• Explain the school's policy.

• Ask for a brief version of events.

A questionnaire has uncovered that clients have no confidence in asking advice from the Help Desk. Which one of the following is most likely to be the reason?

• Insufficient training on product knowledge.

• Clients are unable to locate help desk.

• Poor range of services.

• Product information to clients is extremely good.

Which of the following will influence a client's first impression of a CST?

• Housekeeping

• Atmosphere

• Prices

• Helpfulness

Which of the following will customers use to form a first impression of the Help Desk?

• Cleanliness

• Atmosphere

• Housekeeping

• Helpfulness

Listening carefully to a client, repeating back what they have said and appearing interested is known as

• Effective questioning

• Effective listening

• Active listening

• Hearing

What is the worst thing you could do when talking with a client?

• Ask if they need help

• Ignore them

• Argue with client

• Ask another CST to help them.

Who is responsible for making sure the client is taken care of?

• CST2

• Receptionist

• CST1

• CST3