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WorksheetsMod 3 Customer Service
Total questions: 10
Worksheet time: 5mins
People or organizations that buy or use the products and services provided by your organization
internal customers
external customers
future customers
past customers
Are departments or employees within an organization who use the products or services provided by others within the organization.
internal
external
frequent
seldom
Consists of messages you convey without words
verbal communication
non verbal communication
listening
evaluating
Understanding or concern for someone's feelings or position
entropy
ecology
empathy
sympathy
A powerful form of non-verbal communication which lets customers know that you are interested in and attentive to what they are saying
facial expression
gesture
eye contact
handshake
Which is a calming statement?
"I can't."
"it's our policy."
"Here is what we can do."
"The only thing we can do.."
Giving a customer a coupon for free shipping or 15 percent off of a future order is an example of which customer service strategy?
Show respect for
customers.
Go the extra mile.
Explain the
situation.
Take responsibility.
How do you deal with an abusive customer?
immediately call
security.
look for points of
agreement with the customer.
increase your volume
to make sure you are heard.
a, b, c
Which is an example of an empathy statement?
Tell me more about . .
Thank you.
It will be ready tomorrow.
How can I help you?
Your tone of voice can be as important as your words when talking with customers.
True
False
