BC Ghana Customer Service Week 2011 Quiz

The correct answer is A. Are paying attention. When listening actively, affirming shows the customer that you are engaged and focused on what they are saying. This can include nodding, making eye contact, and providing verbal cues such as "yes" or "I understand." By actively affirming, you are indicating to the customer that you are paying attention to their needs and concerns.

When faced with a customer's question to which you don't know the answer, the most appropriate phrase is "I'll find out." This response shows that you are willing to assist the customer and find a solution to their query. It conveys a sense of proactive customer service and assures the customer that you will make an effort to provide them with accurate information.

During telephone communication, the tone of voice is more important than the words used or the ideas conveyed. This is because the tone of voice can convey emotions, attitudes, and intentions, which can greatly impact the overall message and how it is received by the listener. The tone of voice can help establish rapport, convey sincerity, and enhance understanding. It can also influence the listener's perception of the speaker and the message being communicated. Therefore, having a positive and appropriate tone of voice is crucial in effective telephone communication.

The best response to the customer who says "I took my IELTS test last week and am here for my results" is option B. This response acknowledges the customer's statement and provides them with the information that their result will be available after 13 working days from the exam date. This response addresses the customer's query and provides them with a specific timeline for when they can expect their results.

Keeping loyal customers is less expensive than finding new customers because acquiring new customers often involves marketing and advertising costs, as well as the cost of educating them about the product or service. On the other hand, loyal customers already have knowledge and trust in the brand, reducing the need for extensive marketing efforts. Additionally, loyal customers are more likely to make repeat purchases, resulting in higher customer lifetime value and reducing the need for constant customer acquisition.

"Have To" has a negative and directive conotation. A more customer-senstive phrase would be "Need To".

A customer service person at first sight must be seen to be smiling, welcoming, accomodating, tolerant and generous to error. Panic, fear and extra carefulness do not occur when you are approaching a good service person. Firmness is demonstrated only when it matters most.