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WorksheetsCustomer Service Basics
Total questions: 10
Worksheet time: 7mins
Who are your customers?
Internal Customer
External Customer
Both Internal and External Customers
None of the above
(a) means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back.
What are the professional qualities in Customer Service?
Friendliness
Motivation
Equality
Information
(a) need to be empowered to satisfy customers.
Which tone of voice says "I am enthusiastic and excited!"
Flat tone of voice
Loud voice
High pitch, rapid voice
None of the above
It is a communication tool that is often the first or last place a customer comes in contact with an organization or company.
Fax Machine
Social Networking Sites
Telephone
Phrases that should never be used because they frustrate and anger customers.
"You are right - that is bad."
"I don't know."
"No."
"That's not my job. / That's not my department."
All of the above
Instead of saying "I don't know," it is better to say:
"I couldn't find what you're looking for."
"That's not my scope of work."
"Let me look into this and get back to you ASAP."
"Let me transfer you to my supervisor."
If a customer expresses annoyance or frustration, your response should be:
"It's not my fault."
"I understand your frustration, let's see how we can solve this problem."
"Call me back."
"Calm down."
Customer service is not a department, it is an (a) .
