FO1

Question 1

What is Customer Service?

Answer 1

Customer service is the provision of service to customers before, during, and after a purchase.

Question 2

What does customer service refer to in an organization?

Answer 2

Customer service can also refer to the culture of the organization and the priority assigned to customer service relative to other components.

Question 3

Why is customer service important for an organization?

Answer 3

Customer service plays an important role in an organization’s ability to generate income and revenue.

Question 4

What is the significance of customer service in hospitality?

Answer 4

In hospitality, customer service is about exceeding customer expectations and going above and beyond their level of satisfaction.

Question 5

How does the importance of customer service vary?

Answer 5

The importance of customer service may vary by product or service, industry, and customer.

Question 6

What are some essential customer service skills?

Answer 6

Certain customer service skills are essential for employees who interact with customers.

Question 7

What is the importance of patience in customer service?

Answer 7

Patience is crucial as customers often reach out when confused or frustrated, and great service beats fast service.

Question 8

Why is attentiveness important in customer service?

Answer 8

Attentiveness is crucial for listening to customers and understanding their problems and feedback.

Question 9

What are clear communication skills in customer service?

Answer 9

Clear communication involves getting to the problem quickly and relaying important points simply.

Question 10

Why is knowledge of the product important for customer service?

Answer 10

Employees should have a deep knowledge of the product to assist customers effectively.

Question 11

What is the role of positive language in customer service?

Answer 11

Using positive language can significantly enhance customer satisfaction.

Question 12

What are acting skills in customer service?

Answer 12

Acting skills help manage difficult customers and maintain a positive interaction.

Question 13

Why are time management skills important in customer service?

Answer 13

Time management ensures that employees can assist customers efficiently while still providing quality service.

Question 14

What does it mean to ‘read’ customers?

Answer 14

The ability to understand a customer’s emotional state is essential, even without face-to-face interaction.

Question 15

What is a calming presence in customer service?

Answer 15

A calming presence helps to maintain composure and influence calmness in stressful situations.

Question 16

Why is a goal-oriented focus important in customer service?

Answer 16

Employees with goals can align customer happiness with business success.

Question 17

What is the ability to handle surprises in customer service?

Answer 17

Handling surprises involves adapting to unexpected situations and creating guidelines for future occurrences.

Question 18

What are persuasion skills in customer service?

Answer 18

Persuasion skills help convince customers that a product is right for them, even when they are just curious.

Question 19

What does tenacity mean in customer service?

Answer 19

Tenacity refers to a strong work ethic and the willingness to do what needs to be done without shortcuts.

Question 20

What is closing ability in customer service?

Answer 20

Closing ability ensures that all customer problems are addressed and resolved.

Question 21

Why is willingness to learn important in customer service?

Answer 21

Willingness to learn is essential for growth and improvement in customer service skills.