MSV - Wasla April 2024

A customer service problem happens when

• A customer asks for the manager
• serving the customers becomes unprofitable
• customer complaint is ignored
• customer service does not meet expectations

Identify the benefits of good customer service to the business.

• Customers who did not enjoy their experience, will recommend the business to friends.
• Customers who enjoy their experience, will spend more money.
• The business will not expand.
• The business will get bad reviews.

In order to provide good service, employees should give customers...

• Free Products
• Limited Information
• Political Opinions
• Complete Attention

What do customers expect business employees to be?

• Well- Informed
• Irresponsible
• Wealthy
• Laid- Back

What staff are responsible for displaying a customer-service mindset?

• Those with direct customer service
• Management
• Those with indirect customer service
• All staff

Customers who complain:

• Had unhappy childhoods

• Are genetically predisposed to sourpusses

• Have trouble in their primary relationships

• Are doing you a service in identifying what isn't working in your business or organization

Active listening is

• listening while maintaining eye contact with the speaker

• listening and using positive body language

• listening and responding to the other person in a way that improves understanding

• listening while staying active by running, jogging, etc.

​ ................ is defined as “All the activities and benefits a business provides to create customer goodwill and customer satisfaction”

• Customer Service
• Cross Train
• Customer Complaints
• Company Profit
• Satisfaction

An “________” customer is someone who is employed by the business

• internal
• External

• • ​

  • "............" is where customers are valued and taken special care of on a consistent basis."

  • The Customer’s needs come first!

• Customer Service Mindset
• Cross-Train
• Promotional Mix
• Sales Promotion