Customer Service

One of the top complaints that customers have is that

• employees greeted them too often

• they were not listened to by employees

• they employees were friendly

When customers are leaving, it is important to thank them for coming in, even if they didn't buy anything.

• True

• False

What factor is important in providing good customer service?

• Socializing with all customers

• having customers wait for a long period of time

• paying close attention to how long someone is waiting and help them as soon as you can

• All of the above

If a customer expresses annoyance or frustration, your response should be:

• "It's not my fault."

• "I understand your frustration. Let me get my manager."

• "Calm down."

• "I don't know what to tell you. That's just the way it is."

Phrases that should never be used because they frustrate and anger customers.

• "You are right - that is bad."

• " I don't know."

• "That's not my job."

• All of the above

Customers hate to be ignored; they feel it is rude and bad service.

• True

• False

Being professional when helping customers shows customers that

• they are cared for and respected

• they are not important

• you are better than them

• 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

• none of the above

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

• ignore the customer

• become angry and upset with them

• have strong customer service skills

• walk out because you don't want to get into a fight with them

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

• the customer will become more angry

• you will be able to de-escalate (lower) the customer's anger

• you will look weak and your boss will get angry

• All of the above