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Customer Service
Restricted Chauffeur Training -Customer Service
Question | Answer |
---|---|
What does the "L" in the LAST approach stand for? | listen |
What does the "A" in the LAST approach stand for? | apologize |
What does the "S" in the LAST approach stand for? | solve |
What does the "T" in the LAST approach stand for? | thank |
What is the L.A.S.T. approach used for? | resolving conflicts |
Language, age, sex, religion are examples of? | classes of diversity |
When someone feels their culture is the smartest, they are? | enthocentric |
The need for orderly service is an example of a | customer need |
Should you offer to shake a customer's hand | no |
Name the three parts of communication | tone, pitch, volume |
How do you know if you are speaking too loudly to a customer | they may move away from you |
If someone meets a man from Sweden and believes all Swedes have blonde hair and blue eyes, they are | stereotyping |
True or false - stereotyping occurs when you overgeneralize something about a particular group and apply it to everyone in that group. | true |
Smiling or folded arms are examples of | body language |
If a customer offers to shake your hand you should | accept it |