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Worksheetsstrategy formulating a plan for success and problem solving
Total questions: 33
Worksheet time: 19mins
Define Strategy
A plan for negative action
A plan for getting sick
A plan for positive action
A plan for a person to be bad
Define "planning " in customer service.
Form an opinion or conclusion about
Disrupt the systematic order or functioning of
take (someone) to or from a place or event, despite their reluctance
Establishment of specific customer service goals
Infrastructure made up of the.....(except)
tons of money
physical facilities
networks of people
information
Culture composed the......shared by a group of people
hatred
food
norms
sin
Below are the examples of Culture in Specific Industries, EXCEPT;
Levels of certification
Peer accountability
Extra company-sponsored activities
Dinner with colleagues after work
Below are ways to Create a Customer Friendly Culture, EXCEPT;
View internal customers as number one
Practice the Golden Rule
Work hard, play hard
Talk dirty and be rude
High-touch customer.....
requires a low level of customer interaction
requires a high level of customer money
requires a high level of customer interaction
requires a high level of own company interaction
Examples of high-touch: (EXCEPT)
Purchase of real estate
Prestige restaurants
Government Hospital
Lawyers and accountants
Low-touch customers.......
expect a low level in investment
expect a high level of customer service
expect a low level of customer service
expect a low level of customer money
Examples of Low Touch: (EXCEPT)
Specialty stores
Automatic teller machines
Fast-food drive-up windows
Pay-at-the-pump gasoline
Consumption behavior refer.......
customer’s service and online payment
customer’s usage and life patterns
customer’s service and payment patterns
customer’s usage and payment patterns
Market segmentation is......
dividing customers into groups with different characteristics
dividing customers into groups with similar characteristics
dividing company industry into groups with similar characteristics
Categorising customers into different groups with different characteristics
Market segmentation is......
dividing customers into groups with different characteristics
dividing customers into groups with similar characteristics
dividing company industry into groups with similar characteristics
Categorising customers into different groups with different characteristics
What type of atmosphere do you want to create?
Wet & Wild
Warm & Welcoming
Wicked & Weird
Wooden & Warlike
Good Customer Service helps to:
Build Your Brand
Create Trust With Your Customers
Reduce Customer Complaints & Minimise Problems
All of the Options
What attributes are important for good customer service
Aggressive
listening
friendliness
bored
A customer is complaining angrily about a fault in goods purchased at the store. Which Two of the following actions would be the most suitable?
Lead the customer to a quiet area of the store.
Defuse the customer’s anger.
Call the manager immediately.
Refuse to talk to the customer until they calm down.
A regular and valued customer has complained that a delivery of goods has been delayed. Which of the following actions are likely to satisfy the customer?
Offer free delivery on their next purchase.
Promise to investigate the problem.
Give an apology
all of the above
Which of the following is a positive response to the customers question Do you have these shoes in a size five and a half?
No we don’t sorry.
I’ll just check for you. They have been very popular
I’d say it was unlikely. They were snapped up quickly because they’re so cheap
I could look but I don’t hold out much hope
Which of the following is an example of positive body language when talking to customers?
Shaking your head
Making eye contact
Folding your arms
Shrugging
Which of the following is an example of positive body language when talking to customers?
Shaking your head
Making eye contact
Folding your arms
Shrugging
Which one of the following techniques is most effective when dealing with customers making complaints?
Identify important points and facts.
Explain the company’s complaints policy.
Write everything down.
Ask for a brief version of events.
How does solving difficult-customer situations benefit your company?
It will generate repeat business.
The difficult customers won’t bother you again.
You will get a promotion.
All the employees will get promotions.
What is the first thing to do when handling a complaint?
Run away
Get the manager
Apologise
Argue back
Your most unhappy customer is your greatest source of.....
Aggravation
Learning
Income
Frustration
Excellent customer care increases customer ..........
complaints
retention
profits
recruitment
A company will find that delivering consistently high customer care increases their ...
complaints
reputation
staff turnover
absenteeism
A good _______________ is essential to a business when providing customer service
speaking voice
attitude
first impression
hair style
