WorksheetsCustomer care
Total questions: 8
Worksheet time: 4mins
Which of the following is not a sign of active listening?
Nodding
Using words like "I see, Go on"
Frequent interrupting
Asking and repeating to show your understanding
Customers are more easily satisfied if their expectations are effectively managed.
True
False
Most upset customers will calm down if you offer a sincere apology.
False
True
When dealing with an aggressive customer, which of the following will help?
Taking a deep breath
Not responding with aggression.
Ask, and keep asking, for the facts.
All of the above.
When Dealing with a Customer, You Should Not?
Get caught up in an argument.
Use the word "maybe I don't know"
Give out orders or place blame on the Customer.
All of the Above.
Why should you smile every time you answer a phone call?
Because the person on the other end of the line can tell that you are smiling
Because you are having a bad day
You really don't like smiling so you smile once a year
We must put ourselves in the customers' shoes if they lodge a complaint.
True
Maybe
False
When it comes to conflict:
I can "agree to disagree". I accept that other people have different viewpoints than my own.
Even though I usually think I am right, I can accept that others have different viewpoints.
I find it extremely difficult to accept that others have different viewpoints than my own, and that we could both be right.
