Worksheetsบริการลูกค้า
Total questions: 10
Worksheet time: 20mins
Name
Class
Date
1.
How do you show empathy in customer service
a)
Understanding the situation
b)
Acknowledging what you hear
c)
Relate to the customer
d)
All of the above
2.
Choose an example of good customer service.
a)
Food service assistands stands with their backs to the customer
b)
A food service assistant smiles and greets the customer politely
c)
A food service assistant chews her nails whilst waiting for her customer to make their choice.
d)
A chef shouts at a colleague when they make an error with a food order.
3.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
4.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
5.
The staff in the shop are very polite, they are ______________________.
a)
courteous
b)
efficient
c)
faithful
d)
uncaring
6.
For most businesses, the most profitable customers tend to be...
a)
Local customers
b)
Loyal customers
c)
Business customers
d)
New Custoemrs
7.
What is After-sales service?
a)
Up selling products
b)
Meeting of customer’s needs after they have purchased a product
c)
enticing customers to purchase more products from your business
d)
Getting feedback on products/services
8.
Interpersonal skills are valuable to an employer because they include the following:
a)
Hard Skills
b)
Communication & Social Awareness
c)
Service Breakdown
d)
Psychological Distracters
9.
An example of how to provide good customer service is...
a)
Greeting customers in a friendly manner
b)
Hiding in the stock room
c)
Talking about customers with colleagues
d)
Following a formal procedure for dealing with complaints
10.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
100 %
