WorksheetsService from the Heart
Total questions: 10
Worksheet time: 5mins
When a customer complains, you should...
当顾客投诉时，您应该...
Tell the customer it wasn't your fault
告诉顾客这不是您的错
Defend your company actions
为公司的行动进行辩护
Apologize for the inconvenience caused
为造成的不便道歉
When a customer ask questions, the best Service Ambassador will be...
当顾客提出问题时，最优秀的服务大使将会是...
The most knowledgeable employee
最有知识的员工
The employee who resolves their problem most quickly
最快解决问题的员工
The employee who listens and shows they understand the customer's concern and cares about resolving it
会倾听并表达他们理解顾客关切的员工，并关心解决问题的员工
A difficult customer is...
一个难搞的顾客是...
Always right
永远是对的
Always the customer
还是你的顾客
Never happy
永远不会满意
When you are explaining a customer is asking a long question, you should...
当您对因为提出了一个很长的问题的顾客解释时，您应该...
Tell the customer you can't help them, it sounds way too complicated
告诉顾客您无法帮助他们，因为听起来太复杂了
Interrupt the customer to offer a solution to their question, they are taking too long!
打断顾客并提供解决方案，因为他们花费的时间太长！
Repeat back to the customer what they have said to make sure the customer knows you have understood
向顾客重复他们说过的话，以确保顾客知道您已经理解
Good customer service always involves...
好的客户服务环绕着...
Giving the customer what they ask for
提供顾客所要求的
Enforcing the rules
执行规定
Listening to your customer and showing you care
倾听顾客并展示关心
When making eye contact with a customer, the first thing you should do is...
当与顾客进行眼神交流时，您应该首先...
Smile
微笑
Say Hello
说"你好"
Ask if you can help
询问是否可以帮助
You come to work and see some rubbish near the front door, you should...
您上班时看到门口附近有一些垃圾，您应该...
Leave it, it's the cleaners job
不管它，那是清洁工的工作
Pick it up, else it will create a bad impression on customers
捡起来，否则会给顾客留下不好的印象
It's outside, it doesn't matter
它在外面，没关系
Your colleague is complaining about your supervisor in front of your customer, should you...
您的同事在顾客面前抱怨您的主管，您应该...
Let them carry on, the customer might feel sorry for you and leave a tip
让他们继续，顾客可能会为您感到抱歉并留下小费
Take them to one side away from the customer and politely ask them to stop
将他们引到远离顾客的地方，礼貌地请他们停止
Say nothing, you don't like your supervisor as well
保持沉默，因为您也不喜欢您的主管
If you only ever answer the telephone after 6 or 7 rings, what message will this send to your customer?
如果您只在电话响了6或7声后才接听，这会向顾客传达什么信息？
This is common for your F&B industry
这是正常的，餐饮业永远不会接电话的
You are too busy to help them
这传达了您太忙，无法帮助他们
Your company has lots of business, so you must be giving good customer service
您的公司生意兴隆，所以您一定提供了良好的客户服务
Face to Face, what percent of communication is the words used?
面对面的沟通中，言语所占的百分比是多少？
5%
25%
7%
