Customer Service

Exceeding customer expectations which leaves the customer feeling valued is an example of? 

• Exceptional Customer Service
• Good Customer Service
• Satisfactory Customer Service
• Poor Customer Service 

A good _______________ is essential to a business when providing customer service.

• speaking voice

• attitude

• first impression

• hair style

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

• Apologize and suggest a solution

• Hear customer out, calm customer and resolve situation

• Be disrespectful back to the customer

• Avoid interacting with the customer

Choose two ways to provide excellent customer service.

• Acknowledge your limits

• Identify and anticipate the needs of the customer

• Stupse and walk away from the customer when they come to you with an issue

• Avoid interacting with the customer when he or she raises their voice

Customer care is important because it..............

• builds trust

• matters more than price

• builds brand awareness

• reduces problems and appeals to the customer

• All of the above

Being patient, asking "how may I help you?" and using plain language while speaking in short sentences are ways to .....

• provide better service for disabled persons

• steps to manage customer complaints

• gain benefits from customer service

• manage an incident

If you do not understand what someone is saying and politely ask them to repeat, not addressing or touching service animals and asking permission before touching equipment are ways to .....

• provide better service for disabled persons

• steps to manage customer complaints

• gain benefits from customer service

• manage an incident

These are some of the steps for managing customer complaints

• Listen carefully to what the customer has to say and let them finish

• Ask questions in a caring and concerned manner

• Put yourself in the person's shoes

• Listen to what the customer has to say and ignore them

• tell the customer it is their fault for the issue

These are some of the steps for managing customer complaints

• Apologize and place blame on a coworker

• Apologize and don't place blame on anyone

• Ask the customer what would be an acceptable solution

• Solve the issue and if you cannot solve it find someone who can solve it quickly

• Listen to the complaint and disregard everything they were saying

How to write a good incident report?

• Find the facts

• Determine the sequence of the event

• Analyze the causes

• Recommend corrective action

• All of the above