Nobody cares what the customer needs
A, C, and D
Build your credibility
Making the customer angry
Customers should be "okay" with neutral service
Neutral service does not create lifelong customers
Nobody rushes back for "okay" service
There is no such thing as "excellent" customer service
B and C
Lack of training
Too many demands on time and attention - overwhelmed
Lack of commitment
Feeling of powerlessness - lack of authority to make customer-centered decisions
All of the above
Argue with the customer until the customer sees it your way.
Use words that assure the customer
Talk down to the customer then roll your eyes and walk away
Point out what you know to be true and offer choices when you can't get the answer on the spot
B and D
Give them special treatment. Take them off to the side to discuss the problem. Listen to their words and read between the words to unearth emotions and needs.
Tell them there is nothing that you want to do for them even if you could.
Apologize without accepting wrongful blame. Ask how they want you to resolve the issue. Tell them what you can do and what you cannot do. Get to a win-win.
A and C
Make a promise with no intention of following through
Clelanliness, attractiveness, credibility, knowledge, responsiveness, friendliness, helpfulness
A and D
Dopey, Grumpy, Doc, Happy, Bashful, Sneezy, Sleepy
Willingness or effort to be understanding, courtesy, confidence, and professionalism
None of the above
Smile!! Keep it polite, but natural. Take ownership of problems and serve as a liaison.
Ignore the customer -- pretend that you don't hear them and maybe they will go away.
Cross your arms and put your game face on.
Use the customer's name. Be aware of trigger words and body language that might set you off.
A and D
A customer might give you a present.
You might get sent home if you don't.
Loss of credibility - yours and the company's. Customer decision not to do business with you and perhaps not to do business with the organization. you depreciate as an asset to the company and you have to swim hard to get out of the hole you dug and win the customer back.
You might win the lottery
A and B
Customers have more choices of where to buy than ever before.
Service expectations are higher than ever before.
Customers are far more informed than in the past and the internet has opened a world-wide market.
All of the above.
None of the above.