Customer Service

What is Service Excellence?

• Providing clear and accurate information

• Being enthusiastic and providing service with a smile

• Providing a product or service exceeds customer expectation

• All of the above

When talking about Service Excellence, we are referring to...

• Talking to the customer, no matter how you contact them

• Doing your job

• Taking care of the little details

• Ensuring the customer receives what they want

Which behavior below is an example of poor customer service?

• Being distracted by other tasks

• Providing clear instructions and an offer of more assistance

• Taking personal calls (or texting) outside of your work area

• Promptly greeting a customer

Why is a positive attitude important?

• It doesn't matter

• It means we know our job

• It provides the customer with a better experience

• Answers 1 and 2

What do angry customers provide us with?

• An insight into what other customers out there are having issues with

• Trouble

• Anger

• Work

Who is responsible for providing good customer service?

• Betting Clerks only

• Team Leaders

• VIP's and Housekeepers

• All of the above

What is the first thing one should do when handling an irate customer?

• Become defensive

• Call for security

• Be calm and empathize with the customer

• Walk away from the situation

When dealing with angry customers...

• Respond with andger

• Ask them to wait until they calm down

• Respond in a funny or lighthearted way to ease tension

• Remain pleasant and ask for assistance, if necessary

Whenever you are in contact with a customer you are the company's...

• Customer

• Front line

• Last line

• Boss

Honesty and loyalty is part of our 7 Core Values

• True

• False