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WorksheetsMaintain Customer Care
Total questions: 38
Worksheet time: 36mins
Another way to say "customer care" is...
customer attention
customer service
customer DIY
customer help
Which word best completes the sentence on the benefits of good customer care?
A company will find that delivering consistently high customer care increases their ...
Complaints
Reputation
Staff turnover
Rival's profits
Which of the following are features of good customer service? (pick 2)
Customers are dealt with in a polite and helpful manner
Responding to emails a week later
Ignoring phone calls from customers
Customer needs are acted on without delay.
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
Examples of how to provide good customer service are...
Greeting customers in a friendly manner
Hiding in the stock room
Talking about customers with colleagues
Following a formal procedure for dealing with complaints
Which of the following is an easy way to show respect to customers?
When addressing a customer, use his or her first name.
Stop talking
when the customer begins to speak.
Return calls or e-mail messages at your own convenience.
Avoid eye-contact with the customer lest he or she is offended
It is essential to give accurate information to a customer. When that is not possible ,
Politely tell the customer that you do not have the information.
get the information for the customer or refer the customer to a relevant altrnative information source
make something up
Ask a customer to assist
Information given to a customer should be
in complete detail of the situation at hand.
relevant and within scope of one's authority.
Not necessary
geared towards making the customer happy
A great way to handle a complaint would be to?
Hear the Customer out, calm the Customer and resolve the situation
Forward the customers’ issue to the Complaints unit
Argue with the Customer.
Continue to go about your day and forget what just happened
When a customer complains, you should always
let the customer understand who is at fault
Apologize
Make excuses
None of the above
When dealing with customer face to face which way do you communicate with them more effectively
Getting defensive with angry customers will likely
All customer comments and complaints are important. They should be
dismissed if they are not negative
shared will all team members
well recieved andshared with the appropriate team members
ignored when they come from troublesome customers
Ashanti, a regular customer to the business is in a noticeably bad mood on entering the restaurant. on recieving service she complains that her food is cold. Ashantti should
be left alone to cool off
be made to understand that the food is never warmer than that
be immediately attended to in a polite and helpful manner
not bring her perssonal issues to the restaurant.
Great Way to Handle a Complaint Would Be to?
Hear the Customer out, calm the Customer and resolve the situation
Forward the customers’ issue to the Complaints unit
Argue with the Customer.
Continue to go about your day and forget what just happened
What is the first thing to do when handling a complaint?
Run away
Get the manager
Apologise
Argue back
All the following are examples of work place emergencies EXCEPT
Bomb threats
Fire
Robbery
Calm customer
In the event of a customer complaint it is important to
deal with the incident immediately
let all the rest of the staff know immediately
deal with the complaint or refer it to a supervisor immediately and also follow up later to ensure the complaint was dealt with
deal with the complaint , refer it to a supervisor and leave it for the supervisor to handle.
Incident and complaint reports should be
written in legal language
short as possible
not be written in the log book
precise , easy to understand and written clearly according to company procedures
Customer incidents are addressed
as soon as time permits
when the supervisor is alerted
immediately and in order of urgency
if the customer is willing
Two customers have reported the same issue.
What do I do?
Panic
Handle each customer in the order of which the incident is reported
respond immediatley to both incident reports
Await a supervisor's response
The customer seems to be upset with us.
What do I do?
Get upset too
Customers are dealt with immediately and in a polite and helpful manner at all times
Panic
Notify my manager
The customer has suggested a new feature.
What do I do?
Steal his idea and offer it to my supervisor
Ignore it
Thank him and notify my supervisor
Tell him we already thought about it, but thanks :)
Incidents should be dealt with within the scope of one's authority. If an incident is outside of one's authority
Leave it to be dealt with by a co-worker
The customer will understand that you can't handle it
One should refer the appropriate authority
come up with a reasonable solution
It is important to comply with Health and Safety regulations to
Make more money
So the business can be profitable
To protect health and safety of team members and customers
To ensure the boss does not fire me
In Dominica the laws governing health and safety in the Hospitality , Food and Beverage Sector is
The Food Bill
Environmental Health Services Act
The law of the business
left to the customers
A business establishes it's own organizational procedures
true
false
Good customer service entails reading the customer. This entails
interpreting the customer's body language
paying attention to the customer's hair style
reading the menu to the customer
Giving the customer what they need
