Customer Service DIAGNOSTIC

Describe what is meant by an a) internal customer.

Describe what is meant by an b) external customer.

Give one example of a request from an a) internal customer.

Give one example of a request from an b) external customer.

Identify two expectations when a customer first enters a shop.

Identify two positive non-verbal signals that could be used to show interest, when dealing with a customer.

Identify two negative non-verbal signals that might show disinterest when dealing with a customer.

There are a number of ways of communicating with customers. a) State one verbal method that could be used to communicate with customers.

There are a number of ways of communicating with customers. b) State one non-verbal method that could be used to communicate with customers.

State one source of information which would help to deal with a customer query.