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WorksheetsCustomer Service Recap
Total questions: 30
Worksheet time: 19mins
When greeting a customer you should always............
smile and shake their hand
tell the customer how you feel today
have open body language
multitask and ask them to repeat
How do you handle a difficult customer who comes into the store for help?
Pass off the customer onto other TSI student
Hear customer out, calm customer and resolve situation
Be disrespectful back to the customer
Avoid interacting with the customer
A key benefit from offering good customer service is ............
Lower costs
Repeat business
Reduced tax
less customers
What makes your organisation different from similar ones?
Staff & Service are the difference
Our cakes are better
Our coffee is warmer
Our chairs are more comfortable
Which of these is not a direct channel of communication with a customer?
Website
Face-to-face
Telephone
Why is it important to manage customer expectations?
So that customers know exactly what the company can provide for them
So that the company can sell more of the product
To control the type of customer who buys from the company
To encourage customers to buy a different product
What is not a good response to a customer complaint?
Listening to the customer’s side of the story
Explaining who is to blame
Telling the customer how you are going to put it right
Thanking the customer for the opportunity to put things right
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
What is a Customer Service level agreement / Charter?
An agreement you pay for to ensure you get the best service
An agreement that outlines what the customer should expect from the service
An agreement that outlines what the employees can expect from customers
What might be included in a Charter / Service level agreement?
Quality to expect, staff conduct, services offered and a complaints procedure
Discounts, Quality, why you should pick that company
Complaints procedure, popularity of service
Identify 2 reasons why an organisation would want to build customer loyalty?
To gain repeat business
It's quick and easy
To match competitors
So you recommend their services
Why do customers complain? (Select 2 answers)
If quality is poor and products are out of stock
Staff Attitude is poor and slow service
They didn't like what the staff member was wearing
It rained earlier in the day
Name 3 specific needs a customer might have
To be spoilt
Wheel chair user
Poor sight
Hearing difficulty
How would you communicate with someone who was in a wheelchair? (Select 2 answers)
Make sure to speak to the person in the wheelchair and not the carer
To give eye contact
Ignore them and ask someone else to speak to them
Speak loudly
How could you give a good first impression? (select all answers that apply)
Show them how popular you are at work
Positive body language and give good customer service
Use slang and swear in front of them
Be presentable - neat and tidy uniform
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.
There are 2 types of customer. What are they?
Internal and External customers
Inside and outside customers
Customers coming into your shop
Good and Bad customers
Internal Customers are...
People outwith the organisation who buy goods/services
People who work within the organisation.
People from outwith the organisation who buy goods/services are known as...
Internal customers
External customers
Teachers in a school are an example of which type of customer?
Internal customers
External customers
Which of these is an example of good customer service?
Suggesting alternatives to help the customer
Not greeting the customer
Hanging up the phone without saying Goobye
Which of these is an example of bad customer service?
Asking the customer how you can be of assistance
Greeting the customer when they enter the shop
Ignoring the customer when they are trying to ask for help
There are two types of communication skills
What are they?
Sitting and standing
Lying and planking
smiling and laughing
verbal and non-verbal
Name TWO types of verbal communication skills
Body language
Tone of voice
Eye contact
Positive language
Name two types of non-verbal communication skills
Body language
Tone of voice
Active listening
Singing
Why is important eye contact?
Its just good to look at someone
Shows that you care and are only interested in that one customer
It's always nice to stare at someone in the eye
What is a customer feedback form?
It outlines how employees should deal with customers
It ensures all staff know the products and services on offer
It allows customers to give valuable comments and views on how they have found the service
It ensures staff know their goals and targets
Which of the following would NOT be found in a Customer Service Policy?
How best to answer the phone
Level of assistance expected
Dealing with complaints
Customer telephone numbers
Choose two (2) examples of Customers with special requirements.
Non-english speakers
Managers
Customers with special needs.
Supervisors
