Customer Service
SCENARIO: A customer walks into your store, what would you say to them?
Please write your answer on the white board.
Answers will vary.
Possible examples: "Good morning/afternoon"; "Hello, how may I help you?"; "Welcome to [store's name]"; etc.
Being able to manage a personal/social life at the same time as your professional life is called _______ - _______ balance.
A. Even-Odd balance
B. Personal-Social balance
C. Work-Life balance
D. Management-Time balance
C. Work-Life balance
TRUE or FALSE: Decision-making is the process of selecting the best possible option in a given situation, by identifying a decision, gathering information, and assessing alternative resolutions.
TRUE
*Bonus Question: Give an example of a decision you might make that is related to work*
A. Buenos dias
B. Feliz Navidad
C. Como estas
D. Muy bien
B. Feliz Navidad
Name 3 characters from the movie Frozen.
Elsa, Anna, Olaf, Kristoff, Hans, etc.
*Bonus points if you can name and sing a song from the movie*
Name one thing you can do as a worker to provide customer service.
Answers will vary.
Possible answers: eye contact, answer questions, helping/supporting customers, leading customers to find an item, help with customers returning an item, provide information, smiling, staying positive, etc.
Practice positive self-talk: Turn this statement into a more positive one. “This is too hard, I can’t do it.”
Examples: This is challenging but I can do it.
This is new but I can handle it.
Which of these does not influence decision making?
A. Family
B. Past experiences
C. Age
D. Shoe size
D. Shoe size
What is the most popular and common color featured during the Chinese New Year?
A. Blue
B. Silver
C. Red
C. Red
Which Disney princess has brown hair and wears a yellow/gold dress?
A. Cinderella
B. Rapunzel
C. Belle
D. Tiana
C. Belle
*Bonus Question: What movie is this character from?*
SCENARIO: A customer approaches you and asks where the dish soap is. What should you do or say?
Please write your answer on the white board.
Answers will vary.
Possible answers: guide/lead the customer to the item; say "follow me!", "right this way", "I can walk with you to the item", etc.
All of these are emergency stress stoppers except…
A. Deep Breaths
B. Ignore the stress
C. Go for a walk
D. Count to 10
B. Ignore the stress
What is the first step in the decision making process?
A. Evaluate and review the results
B. Create a plan of action
C. Identify the problem
C. Identify the problem
In the Christmas song "12 days of Christmas" what gift is given on the 7th day?
A. 7 geese a laying
B. 7 gold rings
C. 7 swans a swimming
D. 7 turtle doves
C. 7 swans a swimming
*Bonus Question: what gift is given on the 5th day?
Which Disney movie has a main character that is a clownfish?
A. The Little Mermaid
B. Finding Nemo
C. Frozen
D. Turning Red
B. Finding Nemo
SCENARIO: An angry customer approaches you and they are yelling. What can you do to help you overcome this situation?
Hint: think of stress management techniques
Answers will vary.
Possible answers: counting to 10 in your head, taking deep breaths, think of a happy/calm place, remain positive, ask for help if needed, etc.
Give an example of stress at work.
Answers may vary. Examples: getting to work on time, lots of tasks, limited time
Good decision making skills at work saves ________ and _________.
A. Air and food
B. Time and resources
C. People and risks
B. Time and resources
Who tries to stop Christmas by stealing gifts and decorations from the entire town?
A. Santa Claus
B. The Grinch
C. Elves
D. Reindeer
B. The Grinch
*Bonus Question: What is the name of the Grinch's dog that wears an antler on it's head?*
What was the name of the original movie that Tinker Bell was featured in?
A. Alice in Wonderland
B. Bambi
C. Cinderella
D. Peter Pan
D. Peter Pan
SCENARIO: A customer wants to return a broken laptop. The customer is upset and says, "why does your store sell broken products?"
How would you respond?
Answers will vary.
If you feel comfortable handling this situation, you could say something like "I am very sorry this happened to you and let me come up with a solution to fix this issue".
If you don't feel comfortable you should ask for help and respond, "Please give me one minute to get my manager so they can help you".
True or False: Stress can cause physical symptoms like headaches, upset stomach, and fatigue.
True!
*Bonus question: Give an example of a way to limit your stress or a recreational activity you could do outside of work to reduce your stress*
Jason is the lead cashier at the diner. The diner needs a new greeting. Jason asked all five cashiers to come up with a slogan. Jason and the cashiers collaborate to determine the top three slogans. Jason reviews the top three and determines which one will be the new slogan. What type of decision making is this?
A. Consensus Decision Making
B. Voter Decision Making
C. Collaborative Decision Making
D. Command Decision Making
C. Collaborative Decision Making
A. Virginia
B. Vermont
C. Alaska
D. Washington
C. Alaska
Name two of the seven dwarves names from Snow White.
Doc, Grumpy, Happy, Sleepy, Bashful, Sneezy, and Dopey