010 - Working in a customer focused way

Being polite and positive when dealing with customers is good because:

• It sets an appropriate tone for the rest of the interaction

• If YOU are positive the customer is more likely to see the business as positive

• It can help to build trust and confidence in the organisation

• All of the other answers are correct

Which one of these is NOT a valid reason for dealing with a customer in an appropriate timescale?​ (a)   ​

• You can get back to the kitchen for a quick gossip
• Customer feels more respected
• The customer has a prompt service
• The customer is more likely to come back

You can appropriately demonstrate willingness and enthusiasm to a customer by ​ ​ (a)  

• asking if they need help
• cartwheeling past them
• calling them 'duck'
• staring into their eyes
• clapping loudly every time they walk past

Keeping promises, keeping customers informed, meeting deadlines and being honest all help to show this:

Sort the following into ways that show/do not show consideration for customers:

Groups:

(a) Shows

,

(b) Does not show

• Not responding when a customer says hello

• Rolling your eyes at them

• Providing a chair

• Holding a door open

• Opening another till

• Thanking them for coming in

• Listening to feedback graciously

• Swearing at them

• Asking if they need any help

• Shouting at them

• Assisting someone who is visually impaired around the premises

• Farting loudly in front of them

Sort these things into lists that show what might (a) impress and (b) annoy customers:

Groups:

(a) Impress customers

,

(b) Annoy customers

• Polite greeting

• Lack of relevant knowledge

• Appropriate appearance

• Easy to identify staff

• Happy staff

• Promptly answers calls

• Rude hand gestures

• Rude staff

• Poor hygiene levels

It is good to put customers at ease because it can:

• help to build trust in you and the business

• contribute to an enjoyable customer service experience

• help to lessen anxiety and build confidence

• All three of the other answers are correct

What does the thumbs up symbol means in Greece, Australia and some parts of the Middle East?

• I am better than you

• I want a thumb war

• My thumb is stuck

• Sit on this

The 'rock on' hand gesture, when used in Brazil, France, Italy and Portugal is a way for a man to let another man know that their wife is: ​ (a)  

• cheating on them
• an absolute genius
• very funny
• very very angry