GOOD CUSTOMER SERVICE

HOME

DAY ONE

DAY TWO

DAY THREE

DAY FOUR

DAY FIVE

DAY SIX

DAY SEVEN

DAY EIGHT

DAY NINE

DAY TEN

Right-Click Here To
Create A Shortcut On Your Desktop
For Easy Access To This Page

Congratulations on your arrival at day number ten of this customer service training course. If you do your best to remember and apply what you have learned here your success is virtually assured.

It is a vital part of human nature to be appreciated and admired. That is one of the reasons some folks have a difficult time showing good customer service - they are looking for those attributes from their customers. And most of your customers are simply here to do business. But if you take the time to show your appreciation and concern for them it sparks a flame in their soul which associates your business with a warm, fuzzy feeling.

Have a fun day applying these principles and increasing the control you have over those around you through the demonstration of your appreciation for them.

You have completed all of the lessons.

Congratulations!

1 - D
2 - A
3 - B
4 - A
The answer to question #5 depends upon your own experience.

1...	One interesting fact about customers who complain to a company is:
	They seldom have a reason to complain. Their complaint generally relates to a personal encounter with an employee. They seldom return to do business with your company again. They often become your most loyal customers.
2...	Which of the following facts is FALSE about customers who have a complaint.
	Every unhappy customer registers a complaint. They are unhappy with the product or service received. Customers who complain deserve to be treated with kindness. They need you to listen without interruption while explaining their complaint.
3...	When dealing with an unhappy customer which of the following is most important to keep in mind?
	The customer may be trying to get something for nothing. You should not take the complaint personally. The customer may bring a law suit against the business. The customer is always right.
4...	What three items in the following list are most important when dealing with an unhappy customer?
	Listen, Provide options, Apologize Provide options, Listen, Empathize Empathize, Sympathize, Apologize Provide options, Apologize, Sympathize
5...	In the space below enter the notes you have jotted down over the past 24 hours relating to responding vs. reacting and providing options.