Employees who don't listen to what the customer is saying.
Employees who ignore customers completely.
Employees who don't follow up or follow through.
Employees who ask too many questions.
Greet the customer, and give your name.
Make eye contact and smile to show your positive attitude.
Ask the customer to wait so that you may finish a conversation with a co-worker.
Learn about your entire company operation.
Learn only those products and services that are related to your job.
Learn about the offerings of your competitors.
Wait for them to ask someone else
Ask them what the problem is
Tell them to come back later
Ask a colleague or supervisor
Tell them you do not know the answer
Uniform and hygiene
Telling customers you don't know the answer to their question
Ignor the customer
Chat to colleagues all the time
Asking questions all the time
May I help you?
What are you looking for today?
Did you find everything your were looking for today?
Are you crazy?
Giving the customer what they ask for.
Listening to your customer and showing you care.
Enforcing the rules.
Tell the customer you can't help them, it sounds way too complicated.
Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them.
Interrupt the customer to offer a solution to their query, they are taking too long!
You value their custom.
You are too busy to help them.
Your company has lots of business, so you must be giving good customer service.
The employee who resolves their problem most quickly.
The most knowledgeable employee.
The employee who listens and shows they understand the customer's query and cares about resolving it.
Ask if you can help.
Always the customer.
Defend your or the companies actions.
Tell the customer it wasn't your fault.
Pick it up, it would create a bad impression to customers.
Leave it, it's the cleaners job.
It's outside, it doesn't matter.
Let them carry on, the customer might feel sorry for you and leave a tip.
Say nothing, you don't like the Team Supervisor either.
Take them to one side away from the customer and politely ask them to stop.
You need to call back next week. We will have your results then.
The lab hasn't sent us your results. We'll call you when they come in.
I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?
We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week.
You need to...
It's company policy.
That's just the way it's done.
Prefer to talk about yourself.
Care about his or her concerns.
Consider his or her problems unimportant.
Have your own problems to deal with.
Keeping loyal customers is less expensive than finding new customers.
Keeping loyal customers is more expensive than finding new customers.
Keeping loyal customers and finding new customers are equally expensive.
Are paying attention.
Are busy with other matters.
Have other customers to deal with.
Are not responsible for his or her problems.
Not taking responsibility for a customer's problem.
Blaming someone else for a customer's problem, and referring the customer to your supervisor.
Making promises to calm a customer down, whether or not you will be able to follow through on the promise.
Following up with a customer to make sure his or her problem was corrected.
Satisfied with the customer service at your facility.
Delighted with the customer service at your facility.
Dissatisfied with the customer service at your facility.
Rules that are designed to make things run smoothly
Rules that cover personality traits
Rules that are established based on previous situations
Rules that cannot be broken
The degree of caring that you show customers
Your ability to provide service that is dependable and accurate
The physical representations of your company including the facility, equipment and your appearance
The respect, competence and confidence you show to the customer
Are the people who buy your company's products or services; are the people who work within your company.
Are the people who work within your company; are the department heads of each section.
Are the people who work within your company; are the customers
Are the people who buy your company's products or services; are the customers
To not take it personally
To use positive self-talk
Both a and b above
None of the above
Eye contact is natural
Eye contact is not important
Eye contact reassures customers that your attention is focused on them
Eye contact is common courtesy and it shows your willingness to serve
We value your business
We are to busy to handle your business
As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring
None of the above
Get specific information from the customer
Draw the customer into a conversation
Begin with words like "what", "how" and "why"
Are used whey you need a lengthy explanation from a customer
Complain to the supervisor
Offer a reasonable alternative solution to your customer or supervisor
Ignore the customer's odd requests
Listen attentively and then pass it on to the boss
Speak loudly and roughly in order to intimidate people into listening
Intentionally speak over a person's ability to understand or communicate
Determine if the listener understands
Always ensure that you have the first and the last words said
Assist that employee in understanding a better or more effective way to do something
Show an employee who is the boss
Feel good about themselves
Ensure the employee knows exactly who the persons are in their chain-of-command
Be honest and admit there is a problem
Work together to come up with solutions
Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
Both A and B
Apologize for the error even though it may not have been your error
Tell them it was some one else's fault
Ask them what you can do to make them happy
Both A and C
Take credit for all the parts of the projects that you contributed especially if the project was successful
Make sure to blame the ones that did not do their part if the project was unsuccessful
Ensure that you are the leader of the project because that person will get all the praise
Share responsibility for both the success and challenges that occurred during the project
Ask questions on anything you do not totally understand
Understand the importance of the order of steps to be completed
Find out where the break room is
Realize that if you make a mistake, many people before you probably made the same mistake
Look at her in annoyance and say "what do you want?".
Just look at her, take her order, and walk away.
Tell her how you remember seeing her in here every week. Ask her how she is and just talk to her for a long time. You kind of spend a while talking to her and disregard other customers.
Ask her if she would like her usual order. You have a small conversation with her and every time after that.
Tell the customer that you are really sorry and that you will get the manager right away to help them come up with a solution. You go get the manager and they fix the problem.
Say "Yeah that happens sometimes. I'll get the manager"
Say "I'm sure its not that bad, what do you want us to do?"
Say nothing. You just walk away and go get the manager.
Say "That's great, sir. I have customers behind you and I need to start working."
Say nothing at all. You just ignore him and start to help the next customer.
Say; "That sounds really fun. I hope everything turns out good for you. Have a great day" while you smile and then start to help the next customer.
Stop working and talk to him about his BBQ. You keep talking to him for several minutes.
Say "bye" as she leaves.
Call the customer in a few days and ask her if her son is feeling better. Ask her if she needs an refill on his prescription or any other medication.
Tell her you hope her son feels better
Hand her the medication and just walk away.
Ignore her and continue to assist the client.
Get on the phone and request assistance from a department administrator.
Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish."
Ask another employee to help the client while you escort Mrs. W. to a room away from the public area
I can "agree to disagree". I accept that other people have different viewpoints than my own
Even though I usually think I am right, I can accept that others have different viewpoints.
I find it extremely difficult to accept that others have different viewpoints than my own, and that we could both be right
Would tell him/her right away that s/he is getting on my nerves because of X personality trait that I don't like, and that s/he should leave me alone.
I would hold it in as long as possible and then finally snap, telling him/her to get out of my face.
I would avoid that person until s/he got the point that I need a break
I would explain what is bothering me, and ask for some time to myself.
Lower my voice to an ominous whisper
Maintain a normal voice level.
Raise my voice slightly.
Raise my voice level markedly
I keep myself from finishing his/her sentences
I try not to finish his/her sentences but do not always succeed.
I tell them to hurry up and get to the point.
I finish his/her sentences for him/her.
I’m put on hold for 10 minutes and hang up in disgust.
Chik-Fil-A offers to refund my money if I bring back the grilled sandwich and fries. But, the fries were hot and crispy even if there weren’t enough of them
They apologize and promise to send me coupons in the mail. I’m skeptical, but agree. In 3 days coupons for more than the value of my original order – including a kids’ meal for Cara – arrive, along with a handwritten note of apology.
I get through to the drive through, who has no clue what I’m talking about.
Glad, I like mentoring others.
Angry, I don’t have time to babysit.
Annoyed, I can work faster on my own.
Indifferent, I’ll teach them what I can within the deadline.
Ask one passenger to volunteer to take a later flight
Ask both passengers to immediately exit the plane
Let the passengers work through the issue themselves
Listen to the passengers explain the problem then ask to see their tickets
Since the register rung up $2.99, ask the customer to pay full price.
Tell the customer the sale is over, and the sale price can no longer be honored
Void the sale and ring up the candy bar at the sale price
Ask the customer to prove that the item is on sale
Apologize to the customer for the inconvenience, and suggest the customer use on-line banking instead
Apologize to the customer for the inconvenience, and tell the customer to try calling in about an hour when the system may be working
Apologize to the customer for the inconvenience, and offer to call the customer back when the system is working
Apologize to the customer for the inconvenience, and put the customer on hold and hope that the computer system will be working soon.
Refer the customer to a competitor
Tell the customer you are sorry, the call was a mistake
Apologize and offer to locate and then deliver the stereo
Sell the customer a better a new stereo at a reduced price
Wait until the customer ask for help
Offer to help the customer
Tell the customer that dogs are not allowed in the store
Stay out of the customer’s way
Immediately transfer the call to the manager
Put the customer on hold and explain the situation to the manager before transferring the call
Listen to the customer and tell them to come into the office
Listen, empathize, and fix the problem
Apologize and end the call
Apoligize and suggest a similar item, then offer to send it to the customer without a shipping fee
Suggest that the customer check with a competitor
Suggest that the customer check back in a couple of weeks
Apologize and arrange to deliver the sofa at the next convenient time for the customer
Tell the customer that she should have called earlier so that the associate could’ve had enough time to deal with the problem.
Explain to the customer that deliveries often run behind schedule
Tell the customer to call the delivery department
Ask the customer the age of the grandchild
Sell the product to the customer.
Give the product information to the customer to read.
Try to interest the customer in the carrying case for the product.
Tell the customer he doesn’t know the answer to that question and politely end the call.
With the customer on hold search for the answers quickly while the customer holds.
Give the customer as much an answer as possible based on the knowledge he has.
Offer the customer a choice of holding while he finds the answer or receiving a call back.
Get back to the phone after serving the in-store customers
Ask another associate to talk with the customer on hold.
Immediately get back to the customer on hold.
Acknowledge the in-store customers, call for assistance, then get back to the customer on hold.
Express genuine concern that the customer's needs to be met.
Review the installation instructions with the customer.
Refer the customer to the manager.
Ask to see the receipt for the starter.
Get them to someone who can solve the problem
Try to help them anyway
Tell them tough luck
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