Customer Service Assessment

In order to be able to properly deal with angry customers, you will need to:

• ignore the customer

• become angry and upset at them

• have strong customer service skills

• all of the above

Providing great customer service is expected from employees and important to businesses because:

• it is the law

• it is key to doing well and staying in business

• it is fun

Key characteristics of excellent customer service are

• politeness and friendliness

• promptness and listening

• professionalism

• all of the above

When a customer is angry, by remaining calm, helpful, and positive,

• the customer will become more angry

• you will most likely be able to de-escalate (lessen or lower) the customer's anger.

• you will look weak, and your boss will become angry

If you are helping a customer and see another customer waiting,

• demand that they wait their turn

• politely acknowledge them and let them know you will assist them soon

• ignore them

What factor is important in providing good customer service?

• socializing with the customers

• having customers wait for a long period of time

• paying close attention to how long someone is waiting and to be efficient when helping customers

A top complaint that customers generally have is that

• employees greeted them too often

• the employees were friendly

• they were not listened to by employees

Being professional when helping customers shows customers that

• they are cared for and are respected

• they are not important

• you are better than them

It is important to greet customers

• only when they enter the store

• when you feel like it

• when they enter the store, call, or when you come into contact with them

When interacting with customers, a professional will

• use slang

• use formal language and a friendly tone

• scream back at angry customers