Customer service ettiquete

How do you greet customers?

With a warm smile and a friendly hello

Politely and professionally

Casually or with a laid-back attitude

How do you handle an angry customer?

Stay calm and listen attentively to their concerns

Apologize sincerely and offer a solution

React defensively or dismissively

How do you respond to a customer who is confused about a product or service?

Provide clear explanations and offer additional assistance if needed

Ask questions to better understand their confusion and tailor your response accordingly

Brush off their confusion or provide vague answers

How do you handle a customer who wants a refund for a non-refundable item?

Politely explain the company's policy and offer alternative solutions

Listen to their concerns and escalate the issue to a supervisor if necessary

Refuse the refund without providing any explanation

How do you handle a customer who is speaking loudly and aggressively?

Remain calm, speak softly, and try to de-escalate the situation

Offer them a private space to discuss their concerns and address them professionally

Respond with aggression or match their loud tone

How do you follow up with a customer after resolving their issue?

Send a personalized email expressing gratitude for their patience and offering further assistance if needed

Call them to ensure their satisfaction and ask for feedback

Do not follow up or provide any additional support Scoring: - Type 1: The Polite Communicator (Score range: 9-12) - Type 2: The Active Listener (Score range: 9-12) - Type 3: The Problem Solver (Score range: 9-12) - Type 4: The Patient Responder (Score range: 9-12) Note: Each question carries a maximum of 3 points, and respondents can fall into multiple types based on their scores.

Customer service ettiquete

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