Mastering Basic Customer Service

What is the best way to greet a customer?

• Greet with a smile and a friendly 'Hello' or 'Welcome'.

• Ignore the customer and continue working.

• Greet the customer with a frown and no words.

• Ask the customer to wait in silence.

Why is it important to know about the products you sell?

• To limit the variety of products offered.

• To increase the price of the products.

• It is important to know about the products you sell to provide accurate information and build customer trust.

• To confuse customers about their choices.

What does active listening mean?

• Ignoring the speaker's message

• Responding with unrelated comments

• Active listening means fully engaging with and understanding the speaker's message.

• Only hearing the words without understanding

How can you build a good relationship with a customer?

• Ignoring customer feedback

• Effective communication, active listening, timely responses, appreciation, and consistent quality service.

• Offering inconsistent service

• Delaying responses to inquiries

What should you do if a customer is upset?

• Ignore the customer and move on

• Listen, empathize, apologize, and offer a solution.

• Redirect the customer to another department

• Tell the customer they are overreacting

Why is clear communication important in customer service?

• Clear communication is only necessary for sales teams.

• Effective communication is irrelevant in online support.

• Customers prefer vague responses to their inquiries.

• Clear communication is essential for effective problem resolution and customer satisfaction.

What is one way to show professionalism?

• Dress inappropriately for the workplace.

• Use informal language in all communications.

• Ignore feedback from colleagues.

• Maintain a positive and respectful attitude.

How can you ask questions to show you are listening?

• Avoid making any eye contact.

• Ask open-ended, clarifying, and follow-up questions.

• Repeat what the speaker said verbatim.

• Only nod your head in agreement.

What should you do if you don’t know the answer to a customer’s question?

• Tell the customer they are wrong for asking.

• Acknowledge you don't know, then offer to find the answer or direct them to someone who can.

• Ignore the question and change the subject.

• Guess the answer confidently without checking.

How can you make a customer feel valued?

• Actively listen and provide personalized service.

• Offer discounts without understanding their needs.

• Focus solely on upselling products.

• Ignore their concerns and provide generic service.