Customer Service Recap

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

How do you handle a difficult customer who comes into the store for help?

• Pass off the customer onto other TSI student

• Hear customer out, calm customer and resolve situation

• Be disrespectful back to the customer

• Avoid interacting with the customer

Usually it's easier to _________________________ an existing customer than to gain a new one.

• stick
• keep
• hold
• leave

A key benefit from offering good customer service is ............

• Lower costs

• Repeat business

• Reduced tax

• less customers

What makes your organisation different from similar ones?

• Staff & Service are the difference

• Our cakes are better

• Our coffee is warmer

• Our chairs are more comfortable

Which of these is not a direct channel of communication with a customer?

• Email

• Website

• Face-to-face

• Telephone

Why is it important to manage customer expectations?

• So that customers know exactly what the company can provide for them

• So that the company can sell more of the product

• To control the type of customer who buys from the company

• To encourage customers to buy a different product

What is not a good response to a customer complaint?

• Listening to the customer’s side of the story

• Explaining who is to blame

• Telling the customer how you are going to put it right

• Thanking the customer for the opportunity to put things right

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

What is a Customer Service level agreement / Charter?

• An agreement you pay for to ensure you get the best service

• An agreement that outlines what the customer should expect from the service

• An agreement that outlines what the employees can expect from customers