Customer Service 2

What are the key reasons for customer dissatisfaction?

• A.

  Employees who don't listen to what the customer is saying.

• B.

  Employees who ignore customers completely.

• C.

  Employees who don't follow up or follow through.

• D.

  Employees who ask too many questions.

To understand customers, you need to get close to them, stay tuned in to them, and think like them.

• A.

  True

• B.

  False

Giving great customer service is a matter of doing

When a customer enters a busines the employees should do which of the following?  Check all the apply.

• A.

  Greet the customer, and give your name.

• B.

  Make eye contact and smile to show your positive attitude.

• C.

  Ask the customer to wait so that you may finish a conversation with a co-worker.

As an employee in customer service, how would you learn your business? Check all that apply.

• A.

  Learn about your entire company operation.

• B.

  Learn only those products and services that are related to your job.

• C.

  Learn about the offerings of your competitors.

If you are uncertain how to dress, stay on the conservative side.

• A.

  True

• B.

  False

When you look professional, you will act professionally.

• A.

  True

• B.

  False

Selling yourself means bragging on your accomplishments and your abilities.

• A.

  True

• B.

  False

There are times when it is in the best interest of the customer not to be honest.

• A.

  True

• B.

  False

What are some examples of objective measurements or concrete results?  Check all that apply.

• A.

  Sales figures

• B.

  Attendance

• C.

  Peer feedback