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WorksheetsCustomer Service
Total questions: 10
Worksheet time: 6mins
A good _______________ is essential to a business when providing customer service.
speaking voice
attitude
first impression
hair style
How do you handle a difficult customer who comes into the store for help?
Apologize and suggest a solution
Hear customer out, calm customer and resolve situation
Be disrespectful back to the customer
Avoid interacting with the customer
Choose two ways to provide excellent customer service.
Acknowledge your limits
Identify and anticipate the needs of the customer
Stupse and walk away from the customer when they come to you with an issue
Avoid interacting with the customer when he or she raises their voice
Customer care is important because it..............
builds trust
matters more than price
builds brand awareness
reduces problems and appeals to the customer
All of the above
Being patient, asking "how may I help you?" and using plain language while speaking in short sentences are ways to .....
provide better service for disabled persons
steps to manage customer complaints
gain benefits from customer service
manage an incident
If you do not understand what someone is saying and politely ask them to repeat, not addressing or touching service animals and asking permission before touching equipment are ways to .....
provide better service for disabled persons
steps to manage customer complaints
gain benefits from customer service
manage an incident
These are some of the steps for managing customer complaints
Listen carefully to what the customer has to say and let them finish
Ask questions in a caring and concerned manner
Put yourself in the person's shoes
Listen to what the customer has to say and ignore them
tell the customer it is their fault for the issue
These are some of the steps for managing customer complaints
Apologize and place blame on a coworker
Apologize and don't place blame on anyone
Ask the customer what would be an acceptable solution
Solve the issue and if you cannot solve it find someone who can solve it quickly
Listen to the complaint and disregard everything they were saying
How to write a good incident report?
Find the facts
Determine the sequence of the event
Analyze the causes
Recommend corrective action
All of the above
