Customer Service

What is the first step in handling a customer complaint?

• Argue with the customer

• Ignore the issue

• Listen actively

• Call your supervisor

Which of the following best defines customer service?

• Selling products only

• Meeting and exceeding customer expectations

• Handling money

• Advertising the business

In your opinion, what causes most customer complaints?

• Poor communication

• Delays in service

• Rude staff

• Lack of information

Customer service is the process of meeting and __________ customer expectations.

The ability to understand another person’s feelings is known as __________.

Why is communication important in customer service?

Which communication skill is most important in customer service?

• Interrupting

• Active listening

• Speaking loudly

• Using difficult vocabulary

Which of the following are qualities of good customer service staff?

• Empathy

• Patience

• Rudeness

• Good communication skills

Which actions help build customer loyalty?

• Providing consistent quality service

• Handling complaints quickly

• Ignoring customer feedback

• Being polite and respectful

. Name one quality of a good customer service officer.