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.
Responda
True
False
Questão 2
Questão
To give good customer service, you should be able to handle people well.
Responda
True
False
Questão 3
Questão
The purpose is to create and maintain a welcoming environment - how can we achieve this? Be attentive, acknowledge the person after 5 seconds.
Responda
True
False
Questão 4
Questão
An agent must be able to have the right skills for questioning when dealing with customers.
Responda
True
False
Questão 5
Questão
Paraphrasing, Summarising, Choosing your Words and Reflecting Silence are useful skills for questioning when dealing with customers.
Responda
True
False
Questão 6
Questão
Saying ‘I don’t know’ without offering an option is an acceptable response
Responda
True
False
Questão 7
Questão
First impressions count and will affect the interaction. People make judgements in the first 2 minutes.
Responda
True
False
Questão 8
Questão
For the Angry Customer assume control gently and point out the best course of action from what they’ve told you they need.
Responda
True
False
Questão 9
Questão
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.
Responda
True
False
Questão 10
Questão
For The Suspicious Customer, assume control gently and point out the best course of action from what they’ve told you they need.
Responda
True
False
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Semelhante
Unit 6: Principles of Training and Training methods