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WorksheetsCustomer Service #1
Total questions: 16
Worksheet time: 9mins
Good Customer Service helps to:
Build Your Brand
Create Trust With Your Customers
Reduce Customer Complaints & Minimise Problems
All of the Options
What is the first stage on the Customer Journey?
Need recognition
Information Search
Evaluation of Alternatives
Purchase Decision
How long do you have to make a first impression?
7 Seconds
17 Seconds
70 Seconds
7 Minutes
What is the first thing to do when handling a complaint?
Run away
Get the manager
Apologise
Argue back
A good _______________ is essential to a business when providing customer service
speaking voice
attitude
first impression
hair style
when putting a customer on hold you should
ask for permission
estimate the hold time
provide updates
all of the above
T/F…….you should never identify yourself to the customer
True
False
How do you show empathy in customer service
Understanding the situation
Acknowledging what you hear
Relate to the customer
All of the above
Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Slow nodding of the head
Smiling
How do you normally respond if you don’t know the answer to a customer’s question?
If you absolutely cannot answer their question, respond with ‘I’m not 100% sure on that, but let me check with one of my colleagues and get back to you straight away.
Tell them the truth that you do not know and to go away because they are bothering you.
You make up the answer and hope for the best!
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service
True
False
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
Why is customer service mandatory?
Customer service is mandatory as required by federal law.
Customer service is mandatory because without it a company will
lose customers.
Customer service is mandatory because state law requires it.
Customer service is mandatory because CEOs like to spend money
on it.
WHY CUSTOMER SERVICE IS IMPORTANT
1. The best customer service builds trust
1. Customer service matters more than price
1. It will build brand awareness
All of the above
When should a company use verbal communication to contact their customers?
When there is time to prepare.
When immediate feedback is needed.
When a permanent record is needed.
When important details are required.
Which of the following is one of the most effective and least expensive ways to market a business?
In-theater advertising
Effective customer service
Glossy, colorful, professional brochures
One-on-one sales calls
