Customer Service Skills

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.

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.

• it is best to ignore them.

• None 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.

• All of the above.

To be able to lessen or lower a customer’s

anger.

• Promptness

• De-escalate

• Professionalism

• Hugging

A top complaint that customers

generally have is that

• employees greeted them too often.

• employees were friendly.

• they were not listened to by

  employees.

• All of the above.

Key characteristics of excellent customer

service are

• politeness and friendliness.

• promptness and listening.

• professionalism.

• All of the above

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.

• All of the above.

Employers desire employees with strong customer services skills because they realize that customer care is

at the heart of a business being successful.

• True

• False

An upset or angry customer will most likely return.

• False

• True

Businesses never fail because of repeated bad

consumer services by employees.

• True

• False