Mastering Customer Service

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Questions and Answers

Which of the following is the recommended approach for handling unfriendly customers?

  • Respond professionally, not personally; deal with the customer’s emotions; and deal with the problem. (correct)
  • Ignore the customer and hope the situation resolves itself.
  • Inform the customer about his misbehavior and ask him to be polite.
  • Show the customer who is in charge of the situation and assure him you can solve the problem.

How should you handle a customer complaint?

  • Listen, argue about his problem, and make promises.
  • Ignore the complaint and hope it goes away.
  • Listen, apologize, fix the problem, follow up. (correct)
  • Listen, offer a seat, ask what he wants, then let them wait.

What is the recommended method for maintaining stocks and condiments in the front counter?

  • Have some staff regularly refill stocks and condiments. (correct)
  • Don't worry about maintaining stocks and condiments.
  • Be calm; your staff will get stocks and condiments from the main storage area.
  • Keep full stocks and condiments that will last for the whole shift.

How should you respond to unfriendly customers?

<p>Respond in a calm and professional manner, addressing their emotions and the problem. (D)</p> Signup and view all the answers

What should you do after fixing a customer's problem?

<p>Follow up with the customer to ensure their satisfaction. (B)</p> Signup and view all the answers

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