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.
Interpersonal skills are also known as _________ skills.
A. Animal
B. Interview
C. People
D. Travel
C. People
Flexibility and adaptability include all of these except:
A. adjusting to change
B. overcoming new situations/experiences
C. freaking out when there is a change in your schedule
D. staying calm when things don't go your way
C. freaking out when there is a change in your schedule
Someone is reliable if they are __________.
A. Good looking
B. Trustworthy
C. Funny
B. Trustworthy
Who sings the song 'You Belong With Me'?
Double your points if you can sing this song in front of everyone!!!
Taylor Swift
BONUS POINTS DETERMINED BY STAFF.
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.
Which is NOT an example of an interpersonal skill?
A. verbal communication
B. sorting mail
C. active listening
B. sorting mail
Name one thing you can do to help you overcome a change in your schedule.
Answers will vary.
Possible answers: deep breathing, counting to 10, going to a happy place in your head, going for a walk, asking for a break, etc.
TRUE OR FALSE: Leaders and managers are the same thing.
FALSE.
Remember managers manage people under them however, a good leader does more than just that.
What band sings the song 'Hey, Soul Sister'?
Double your points if you can sing this song in front of everyone!!!
Train
BONUS POINTS DETERMINED BY STAFF.
SCENARIO: A customer approaches you and asks where an item 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.
Name at least one non-verbal cue to show that you are listening.
Answers will vary.
Possible answers: eye contact, head nodding, body language, focus, facing forward/to the person, etc.
Adaptability increases your __________.
A. Friends
B. Productivity - how much work you get done
C. Listening skills
D. Focus
B. Productivity - how much work you get done
LEADERSHIP OR NOT LEADERSHIP:
Be the boss of your group by telling everyone what to do.
NOT LEADERSHIP
What band sings the song 'Yellow Submarine'?
Double your points if you can sing this song in front of everyone!!!
The Beatles
BONUS POINTS DETERMINED BY STAFF.
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.
You see a coworker walk into the break room crying.
What should you do?
It would be best to first give them some space and if they don't return for a while then you could go and check on them. We should first give them space because they may have walked into the break room to have some privacy and alone time.
TRUE OR FALSE: You are more likely to get a job if you are adaptable and flexible.
TRUE
LEADERSHIP OR NOT LEADERSHIP:
Admit if you made a mistake.
LEADERSHIP
Remember its okay to make mistakes!
Who sings the song 'Thriller'?
Double your points if you can sing this song in front of everyone!!!
Michael Jackson
BONUS POINTS DETERMINED BY STAFF.
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".
Tammy has to stock 50 bags of flour but is not able to move the bags alone. Tammy asked James to help her move the bags. James and Tammy began to use a two person lift method to move the bags of flour.
This is an example of:
A. Questioning
B. Walk Away Method
C. Teamwork
C. Teamwork
You can improve your adaptability and flexibility by doing all of these things EXCEPT:
A. ask for advice from your coworkers with more experience
B. learn to enjoy facing unique challenges and new situations
C. just deal with it and hope it gets better
D. focus on developing your critical thinking skills
C. just deal with it and hope it gets better
LEADERSHIP OR NOT LEADERSHIP:
Take credit for all of your group's work because you are the leader.
NOT LEADERSHIP
If you work in a team, you shouldn't take credit for the work because it was a group effort!
What band sings the song 'Don't Stop Believin'?
Double your points if you can sing this song in front of everyone!!!
Journey
BONUS POINTS DETERMINED BY STAFF.