Customer Service

In order to properly deal with angry customers, you will need to be able to

• ignore the customer

• become angry and upset with them

• have strong customer service skills

• walk out because you don't want to get into a fight with them

Providing great customer service is expected from employees and important to businesses because

• it is the law

• it is key to doing well and staying in business

• it is fun

• none of the above

What are the key characteristics of EXCELLENT customer service?

• politeness and friendliness

• promptness and listening

• professionalism

• All of the above

When a customer is angry, by remaining calm, helpful, and positive,

• the customer will become more angry

• you will be able to de-escalate (lower) the customer's anger

• you will look weak and your boss will get angry

• All of the above

If you are helping a customer and see another customer waiting,

• demand that they wait their turn

• ignore them

• politely acknowledge them and let them know you will help them soon

• None of the above

What factor is important in providing good customer service?

• Socializing with all customers

• having customers wait for a long period of time

• paying close attention to how long someone is waiting and help them as soon as you can

• All of the above

One of the top complaints that customers have is that

• employees greeted them too often

• they were not listened to by employees

• they employees were friendly

Being professional when helping customers shows customers that

• they are cared for and respected

• they are not important

• you are better than them

• All of the above

It is important to greet customers

• when you feel like it

• when they enter the store, call the store, or you see them while in the store

• only if they speak to you first

When interacting with customers, you should

• use formal, polite language

• use slang like you would talk to your friends

• yell back at customers if they yell at you