Respondents with good customer service experiences more likely increase their purchasing or consumerism activities while more than half of those who have had bad experiences patronized and bought from a different company.
Respuesta
True
False
Pregunta 2
Pregunta
To give good customer service, you should be able to handle people well.
Respuesta
True
False
Pregunta 3
Pregunta
The purpose is to create and maintain a welcoming environment - how can we achieve this? Be attentive, acknowledge the person after 5 seconds.
Respuesta
True
False
Pregunta 4
Pregunta
An agent must be able to have the right skills for questioning when dealing with customers.
Respuesta
True
False
Pregunta 5
Pregunta
Paraphrasing, Summarising, Choosing your Words and Reflecting Silence are useful skills for questioning when dealing with customers.
Respuesta
True
False
Pregunta 6
Pregunta
Saying ‘I don’t know’ without offering an option is an acceptable response
Respuesta
True
False
Pregunta 7
Pregunta
First impressions count and will affect the interaction. People make judgements in the first 2 minutes.
Respuesta
True
False
Pregunta 8
Pregunta
For the Angry Customer assume control gently and point out the best course of action from what they’ve told you they need.
Respuesta
True
False
Pregunta 9
Pregunta
For the ‘know it all’ Customer, find out what they really want, ask them for the options, reflect back to them what they’ve said.
Respuesta
True
False
Pregunta 10
Pregunta
For The Suspicious Customer, assume control gently and point out the best course of action from what they’ve told you they need.