NEW
Font size
WorksheetsCustomer
Total questions: 22
Worksheet time: 18mins
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
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.
8. What is the main purpose of customer service?
a. To meet needs and expectations.
To deliver standards.
To work as part of a team.
To increase sales
Good Customer Service helps to:
Build Your Brand
Create Trust With Your Customers
Reduce Customer Complaints & Minimise Problems
All of the Options
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
Your most unhappy customer is your greatest source of.....
Aggravation
Learning
Income
Frustration
Which of the following demonstrates respect:
Being Polite
All of the Options
Being consistent in your actions
Encouragement & Implementation of ideas
When dealing with an aggressive customer, which of the following will help?
Taking a deep breath
Not responding with aggression.
Ask, and keep asking, for the facts.
All of the above.
Most upset customers will calm down if you offer a sincere apology.
False
True
When it comes to conflict:
I can "agree to disagree". I accept that other people have different viewpoints than my own.
Even though I usually think I am right, I can accept that others have different viewpoints.
I find it extremely difficult to accept that others have different viewpoints than my own, and that we could both be right.
