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WorksheetsCustomer Service Skills
Total questions: 10
Worksheet time: 3mins
A service mindset is an outlook that focuses on creating customer
Value
Loyalty
Trust
All the above
Research has shown that (%) of customers want to be welcomed with a friendly greeting.
30%
50%
80%
100%
We are serving External Customers only
False
True
Which is the wrong statement in Establish Working Relationship?
Trust the people you work with
Respect the people who you work with, ,you value their input and ideas
All good relationships depend on open, honest communication
Take advantages of others
In the Pillars of Customer Service, we emphasis on:
Empathy & Patient
Confidence & Professionalism
Problem Solving
All the above
Manage with Confidence will allows you to present well
False
True
Being empathetic towards someone doesn’t mean that you are agreeing with them.
True
False
Being patient is an important customer service skill, especially when dealing with angry or irritated customers.
True
False
When you identify a problem with your customer. Which is the wrong statement to apply?
Can you describe exactly the problem you are facing?
When did the problem begin?
Has the problem occurred before?
What is your ACTUAL problem?
Give our customer great service and they will have plenty of confidence in us.
True
False
