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- 1. Multiple ChoiceIdentify the benefits of good customer service to the business.Customers who did not enjoy their experience, will recommend the business to friends.Customers who enjoy their experience, will spend more money.The business will not expand.The business will get bad reviews.
- 2. Multiple ChoiceUsually it's easier to _________________________ an existing customer than to gain a new one.stickkeepholdleave
- 3. Multiple ChoiceA key benefit from offering good customer service isLower costsRepeat businessReduced taxless customers
- 4. Multiple ChoiceTreat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.TrueFalse
- 5. Multiple ChoiceWhy is Great Customer Service Important?The customer is happy.You experience less grief from the costumerStress levels are down.All of them
- 6. Multiple ChoiceWhy should employees act as if customers are their employer?Customers own the businessEmployees would not have jobs if there were no customersEmployees might work for the customers in the futureCustomers pay employees' bonuses
- 7. Multiple Choice
A good _______________ is essential to a business when providing customer service
speaking voice
attitude
first impression
hair style
- 8. Multiple Choice
When dealing with difficult customers we should always
interrupt
get angry
offer solutions
worry about the next call
- 9. Multiple Choice
What makes your organisation different from similar ones?
Staff & Service are the difference
Our cakes are better
Our coffee is warmer
Our chairs are more comfortable
- 10. Multiple Choice
What type of atmosphere do you want to create?
Wet & Wild
Warm & Welcoming
Wicked & Weird
Wooden & Warlike
- 11. Multiple Choice
Your most unhappy customer is your greatest source of.....
Aggravation
Learning
Income
Frustration
- 12. Multiple Choice
Moments of MAGIC at the Movies :)
Wait in line to buy ticket.
Long line. Not enough cashiers to service customers.
Cash register breaks down.
Service is so slow that you bought ticket after movie started.
Short line. Enough cashiers to service customers.
- 13. Multiple Choice
Moments of MAGIC at the Movies.
Find a seat.
The seat you find is clean with cup holder and working recliner.
Lighting is terrible, you can not find your seat and you almost fell.
You bought a ticket but there are no seats available.
The seat you find is dirty & recliner mechanics are broken.
- 14. Multiple Choice
Moments of MISERY at the Movies.
Buy Popcorn
You earned rewards points that will add up to free food or a ticket.
Your popcorn is stale.
Your popcorn is fresh & enough butter & salt.
You got an upgrade in size for free.
- 15. Multiple Choice
Moments of MAGIC at the Movies :)
Visiting the restroom.
You discover there is no toilet paper after you are done with your business.
Stalls are clean & they smell decent.
Last visitor left you a gift in the toilet, it almost made you throw up your popcorn.
Some stalls are out of order and there is a long line. You start doing the pee-pee dance.
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