Business Management Unit Game Activity 2

What might an employee receive from a business for routinely helping customers with their problems and satisfying their needs?

A promotion. (Employees who regularly demonstrate a customer service mindset often enjoy career advancement, such as promotions and raises, as a result).

A customer service mindset means that a business considers providing excellent customer service to be

A top priority. (A customer service mindset means that a business considers providing excellent customer service to be a top priority).

Businesses with customer service mindsets are usually able to

Achieve their goals. (By satisfying customers, businesses are usually able to achieve their company's goals).

What staff are responsible for displaying a customer service mindset?

All staff. (The customer service mindset applies to all employees regardless of whether or not they ever come into direct contact with customers).

The best time to demonstrate a customer service mindset is

Any time. (The best time to demonstrate a customer service mindset is any time).

Demonstrating a customer service mindset benefits employees by supporting their

Careers. (Employees who demonstrate a customer service mindset often receive compliments from customers, positive performance evaluations, raises, and/or promotions).

Emphasizing customer service can help a business be more

Competitive. (Emphasizing customer service can help a business be more competitive).

To demonstrate a customer service mindset, employees must believe that customers deserve their

Complete attention. (Each customer is entitled to an employee's complete attention).

Why should employees act as if customers are their employers?

Employees would not have jobs if there were no customers. (Without customers, there would be no need for employees).

Demonstrating a customer service mindset primarily involves considering customers'

Needs. (Needs are requirements that must be fulfilled. Employees should provide service based on customers' individual needs).

One way that employees can provide efficient, quick service to customers is by being

Organized. (Employees should always be well organized and prepared to provide customer service in a quick, convenient manner).

Businesses whose employees demonstrate a customer service mindset often benefit from

Reduced complaints. (Handling complaints costs businesses money because of the time and effort involved, the possible loss of business, and, in some cases, refunds to customers).

What do employees often obtain by solving customers' problems quickly and satisfactorily?

Repeat business. (Employees who solve customers' problems quickly and satisfactorily often are able to obtain repeat business from those customers).

Customers have the right to expect employees to be

Well-informed. (Customers have a right to expect employees to know how to do their jobs and how to do them well).