Practice Test On Basic Principles Of Customer care

YOUR COMPANY - is any organization of which you are a part.

Without the right attitudes, Best Customer Care cannot occur. The words, "The Proper Attitudes And Behaviors For Best Customer Care," are shown in large type near the top of the page, before the list of definitions.

Criticism builds hostility and bad attitudes. Criticism is poison to good Customer Care. You don't like to be criticized; so don't criticize your customers. They don't like it, either. And you won't help accomplish anything good by criticizing. As your mother probably taught you, "If you can't say something nice, don't say anything at all." But even better: find something nice to say.

This idea is surprisingly powerful and useful!
Here's what to say, whenever there is a question as to a matter of fact: "Now, I may be wrong about this. I frequently am wrong about things. But this is the way it appears to me:" (And then state your beliefs.)

By admitting you may be wrong, and by admitting that you frequently are wrong (You are, you know. We all are.), you encourage the other person to admit that he, too, may be wrong! Then, with your egos out of the way, you can both search objectively for the truth!

And if you really are wrong this time, it will be much less embarrassing for you than if you had been stubbornly insisting that you were totally right!

You like it when people let you do most of the talking. So do the same for them. It won't hurt you, and you might learn something.

You are pleasantly surprised when other people do more for you than you had asked or more than you had expected. So do the same for your customer: "Go the extra mile," to be pleasant and helpful in all respects.

CUSTOMER CARE - is how you treat your customers.

YOUR CUSTOMER - is any person who visits your company, either online or in person, in order to obtain something from it.

IF POSSIBLE, LEARN AND REMEMBER YOUR CUSTOMER'S NAME, AND USE IT FREQUENTLY.

The expression "saving face" means to maintain dignity, or not to look like an idiot or a worthless person. Sometimes people do things which make them look like an idiot or a worthless person. If you can rescue your customer in such a situation, and help him maintain his dignity, you have done a very good thing.
And maybe someone will do the same for you some day, when you need it most! "As you do, so shall it be done unto you."

People tend to live up to the expectations others have of them. If you expect a lot from people, they tend to give what you expect. Likewise, if you expect little from people, that is what they tend to give.
So act honestly yourself, and expect honesty from your co-workers; act morally yourself, and expect morality from your co-workers; act fairly yourself, and expect fairness from your co-workers. Be a good example to them.

You like it when people pay full attention to you when you are talking. So do the same for your customers. Don't be half-trying to do something else, or playing with your smartphone.

15. REMEMBER: WHEN YOU ARE WITH A CUSTOMER, YOU ARE THE COMPANY TO HIM.

Your customer's opinion of your company may be based almost entirely on his experience with you. So make that a good experience, to the best of your ability.

In "Basic Principles Of Customer Care," YOU - means you, yourself, the reader of this page, whoever you may be.

Arguments are very negative. They poison good human relationships. You don't like it when someone argues with you. So don't argue with your customers. And if you see an argument coming, take the appropriate steps to avoid it before it causes any damage.

You like it when people smile at you and behave in a friendly manner. So do the same to your customers. It is an ancient Chinese proverb, that "the shopkeeper must have a smiling face."

You like it when people are courteous and respectful to you. And you dislike it when people are discourteous or rude to you. So be courteous and respectful in all of your dealings with your customers.

You like to have other people talk with you about your interests. So do the same for them. Find out what things your customer is interested in, and steer the conversation toward these things.

If something has worked out well, don't grab the credit for yourself, even if you think you deserve it. Give it to your customer. Say, "It couldn't have happened without you."

You like it when the other person understands your point of view and can see problems the way you see them. So do the same for your customer. Learn to see and feel every situation from your customer's point of view. The ability to do this is called "empathy," and it will help you in all kinds of human relationships, not just customer relationships.
Learn to "laugh when they laugh and cry when they cry."

This is an application of the "The Golden Rule," our most important guideline for dealing with other people, which is, "Treat Others As You Would Like To Be Treated." This is the most important rule in all human relationships, not just customer relationships. You can apply this rule to almost any situation, and you will not be far wrong.

You like to talk about yourself, don't you? We all like to talk about ourselves! But restrain the urge, and let your customer talk about himself, instead.