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Fill in the blanks
Say the word
100
What type of customer is willing to pay?
High roller
100
A service breakdown occurs when the customer is unhappy and the service provider is unable to meet customer’s
expectation
100
An unhappy customer is most likely to
complain
200
Which type of customer may shout at you even in public?
Angry customer
200
When we suggest solutions and provide an action plan to solve a customer’s problem, we are carrying out service
recovery
200
The essence of service recovery is
fairness
300
One consequence of poor customer service is loss of
goodwill/revenue
300
When a customer becomes irritated or angry, the customer service officer should remain
tactful
300
The first thing to do in service recovery is to
apologise
400
This customer may want to cheat you or the company.
Rip off customer
400
Faulty products can be caused by defective parts, mishandling but not
wrong delivery
400
A dissatisfied customer left without complaining. His chances of returning are
50%
500
Sylvia walks into a retail store. But she walks out without buying anything because she doesn't know how to make the choice. She is an example of a/an
indecisive customer
500
A situation when a customer walks in at closing time and told to return the following day is an example of
poor service attitude.
500
What kind of customer spends most of the time talking about unimportant matters like TV programmes, weather, school etc?
Talkative