Customer Service`

A customer wants to return a broken item. How should you respond? A. "I understand your frustration. Let me obtain some information from you and see what we can do about this." B. "Yeah, our stuff breaks all the time." C. "Are you sure you didn't break it?" D. "You break it, you buy it."

A. "I understand your frustration. Let me obtain some information from you and see what we can do about this."

If you are not authorized to give refunds you should: A. Give a refund anyways. B. Get an authorized employee. C. Tell the customer they are out of luck. D. Tell the customer to try again next time.

B. Get an authorized employee.

When actively listening to the customer you should NOT: A. Ask clarifying questions. B. Interrupt the customer. C. Nod occasionally. D. Use eye contact.

B. Interrupt the customer.

An upset customer is yelling at the employee. What should the employee do? A. Yell back at the customer. B. Laugh at the customer. C. Remain calm and professional. D. Ignore the customer.

C. Remain calm and professional.

An appropriate way of using nonverbal communication when providing customer service is: A. Touch the customers arm. B. Look at the floor. C. Smile and make eye contact. D. Act uninterested.

C. Smile and make eye contact.

What jobs should use customer service? A. Retail stores. B. Call centers. C. Grocery stores. D. All jobs.

D. All jobs.

Matt works at a computer help desk. He carefully listens to each customer without interrupting so he can: A. learn about the customer's needs. B. Show respect for the customer. C. Avoid jumping to the wrong conclusion. D. Do all of the above.

D. Do all of the above.

True or False: You should be phone or pushy when providing customer service.

False

True or False: You should forget to thank the customer.

False

True or False: You should get emotional and take customer statements personally.

False

True or False: You should interrupt customers when they are speaking.

False

True or False: You should promise something you cannot deliver.

False

When meeting customers, employees should _________ them in a friendly and polite manner.

Greet

Employees must constantly strive to ________ their customer service skills.

Improve

It is important that employees carefully _______ to the customer and ask clarifying questions.

Listen

Employees should never __________ to do something they cannot or are not authorized to do.

Promise

Good customer service requires employees to ________ customer problems efficiently and correctly.

Solve

After helping customers, employees should ______ them for their business.

Thank

Employees must ________ all customers with respect.

Treat

True or False: You should acknowledge and respect customers.

True

True or False: You should be creative, flexible, and ready for surprises.

True

True or False: You should listen closely to customers and ask clarifying questions.

True

True or False: You should remain calm and professional during stressful situations.

True

True or False: You should use positive language.

True

Employees should record or _________ down customers contact information and concerns for future reference.

Write