Workbook 3 Customer Service

When customers come to you with complaints, you need to:

"K" stands for

When customers return merchandise, you should

If you find yourself having to resolve a very difficult issue, you may want to

You should explain warranty conditions to your customer at the time of purchase

When your customer asks you to make an exception to the policy regarding warranties, you

“A” stands for "Appear interested in the problem, but excuse yourself to help someone else."

If the return policy is clearly displayed, it's not necessary to mention it

Once you have sent the product out for repair, your work is finished.

“S” stands for “Solve the problem, or find someone who can.”

Showing the customer that you and your store stand behind the products and services you sell:

Warranties are an excellent tool for you to use to:

Customer complaints should be welcomed because they provide an opportunity to

Which of the following might be acceptable techniques for directing a customer to the CS dept

“T” stands for “Thank the customer for bringing the problem to your attention.”

When something goes wrong, provide  the customer with a quick resolution and

If a customer becomes abusive, you should probably

The company's return policy should always be clearly displayed in writing

Keeping records of complaints and the methods used to resolve them will help you with similar

As a sales associate, you goal is to

When the customer presents you with a problem, you should ask her:

You can build trust by making sure the customer understands & benefits from warranties.

If your company doesn't have a manual that describes all the product warranties, you should:

Even if your company's return policy restricts what you can do for the customer

If you don't have a warranty manual available, a resource to consider in co-workers or boss