Customer Service

What does internal customer mean?

• An internal customer is a supplier providing goods to the company.
• An internal customer is a client from outside the organization.
• An internal customer is an employee or department that depends on another employee or department for services or products.
• An internal customer is a manager overseeing external contracts.

What does an external customer mean?

• An external customer is an employee of the company.
• An external customer is a supplier providing goods to the company.
• An external customer is a competitor in the same market.
• An external customer is someone who buys or uses a company's products or services but is not part of the organization.

which is a form of positive body language?

• Crossing arms
• Avoiding eye contact
• Frowning while listening
• Maintaining eye contact

What is a negative non-verbal signal that might show disinterest when dealing with a customer?

• Nodding in agreement
• Smiling frequently
• Leaning in closer
• sighing

What is one non-verbal method that could be used to communicate with customers?

• Email

• in person

• phone call

• PA system

definition of "fit for purpose"

• works safely

• Inadequate for any specific function.
• Only applicable in theoretical scenarios.
• Perfectly designed for all purposes.

One thing you must do when dealing with an angry customer is ...

• get angry back at them

• remain calm

• speak over them

• sigh loudly

Why may a customer complain?

• good quality of service

• higher prices of products

• well sign-posted shop

• helpful staff

What TWO things SHOULD BE included in a customer complaint log?

• colour of customer's hair

• phone number of customer

• mood of customer at time of complaint

• date of complaint made

what may a request be from an internal customer?

• Asking another colleague for assistance

• A request for a product from a customer.
• A request for feedback on a marketing campaign.
• A customer asking the price of a product