Communication
What’s one thing you should always do when answering the phone at a business?
Greet the customer and introduce yourself.
If a customer is upset about a product, what should you do?
Stay calm and listen to the customer’s concern.
Get help if needed from a manager or coworker.
What does it mean to be “on time” in a customer service job?
Arriving early enough to start working at your scheduled time.
What are three polite words that show good manners in customer service?
Please,” “Thank you,” and “You’re welcome.”
Why is it important to listen actively to a customer?
To understand their needs and provide accurate assistance.
What should you do if you don’t know the answer to a customer’s question?
Politely inform them you’ll check with a supervisor or find out for them.
Why is dressing appropriately important in customer service?
It shows respect and professionalism, helping customers trust you.
How should you respond if a customer thanks you?
Say, “You’re welcome” or “It’s my pleasure.”
What is one way to show a customer you are listening, even if you're on the phone?
Use verbal cues like “I understand”, saying "okay" or ask clarifying questions.
If a customer requests something that goes against policy, what’s the best response? (i.e., asking for a discount)
Explain the policy respectfully and suggest alternative solutions.
What’s an example of professional language when speaking to a customer?
Using polite, clear language, like “How can I assist you?” instead of slang.
Why is eye contact important when helping a customer in person?
It shows attentiveness and respect.
What should you avoid doing while a customer is speaking to you?
Interrupting, looking at your phone, or showing disinterest.
What’s one step you can take to prevent misunderstandings/confusion with customers?
Repeat back the customer’s main points to confirm understanding.
If you make a mistake, what’s the best way to handle it?
Acknowledge the mistake, apologize, and try to fix it promptly.
If a customer interrupts you while speaking, what’s the polite response?
Pause, listen to them, and respond without irritation.
How can non-verbal communication help in customer service?
Non-verbal cues like nodding, eye contact, and smiling show the customer that you are engaged and willing to help.
If a customer looks confused, what can you do?
Notice a customer seems confused and offer help before they ask.
Why is it important to keep a positive attitude, even on a bad day?
Customers expect consistent, helpful service, and a positive attitude improves the experience.
How can using a customer’s name improve the interaction?
It personalizes the service and shows you value them as an individual.