Hort: Customer Service

What is customer service?

• Providing relevant assistance to customers

• Selling products to customers

• Managing customer complaints

• Promoting products to customers

Which of the following is NOT a customer-facing role?

• Working over a counter in a shop

• Interacting with customers over the phone

• Responding to customer emails or letters

• Managing social media posts

Who are internal customers?

• Existing and new customers

• Individuals, groups, and other businesses

• Managers, colleagues, and other staff in the same organization

• Members of the public

Why are first impressions crucial in customer service?

• They determine the customer's memory

• They affect the cost of acquiring new customers

• They influence word-of-mouth recommendations

• All of the above

What skills are needed to deliver excellent customer service?

• Creating a good first impression

• Having a positive attitude

• Effective communication with customers

• All of the above

How can businesses provide effective customer service?

• Monitoring customer service through feedback

• Following codes of practice

• Meeting legal and regulatory requirements

• All of the above

What should you do when dealing with customer queries?

• Be impolite

• Show empathy

• Disagree with the customer

• Avoid eye contact

Why do customers usually complain?

• To get a refund

• To express their dissatisfaction

• To cause trouble

• To get free products

What should you do when a customer has a serious problem or complaint?

• Offer an alternative if a product is unavailable

• Inform your supervisor or manager

• Ignore the problem

• Refuse to help the customer

What is the importance of effective communication in customer service?

• It helps in understanding customer needs

• It helps in resolving customer complaints

• It helps in building trust with the customer

• All of the above