Customer Service

2. Disregard a customer deliberately.
5. The most important communication tool when on the telephone.
7. Exchange information.
8. Taking personal responsibility for a customer's complaint.
9. We must aim to get customer service right ____ time.
10. This negative word should be removed from our customer service vocabulary.
12. Delighting customers means _____ their expectations.
13. What the customer wants from us when there is a problem.
15. Be concerned about the customer
17. When speaking with customers you should vary the ____ of your voice.
18. You do this to find out what a customer wants.

1. You sound more relaxed and friendly when you _____ while talking on the telephone.
3. Customer complaints should be seen as ______ to improve service.
4. A customer who needs immediate action won't like these.
6. You need to ask these to find out what the customer wants.
7. The people we are here to serve.
11. A positive one will help you deal with all types of customers.
12. Showing understanding for a customers situation.
14. Allow an angry customer to do this before trying to solve their query.
16. Assistance or support for the customer.