Customer care and interpersonal skills questions.

Select all things you should never say or do when dealing with a difficult interaction or situation.

1. You should let the customer know you are not with the department
2. You should let the customer know it`s not your fault
3. You should le the jump to conclusion and interrupt the customer whenever necessary.
4. You should should lose you temper if the customer is rude.

What is the best order for customer complaining response

1. React-clarify-respond.
2. Respond-clarify-react
3. Clarify-respond-react
4. None of the above

The customer walks into the office and asks for the deadline to file a permit application  which you do not know the answer. It would be best for you to do which of the following?

1. Tell the person what you think the answer mighty be
2. Refer the person to your supervisor
3. Say that you`re not responsible
4. Inform the person that you don`t know but will find out.

When working in a team it is important to:

1. Take credit for all the parts of the project that you have contributed if the project was successful
2. Blame the ones that did not do their part if the project was unsuccessful
3. Ensure that you are the leader of the project because that`s the person who will get praise
4. Share responsibility for both success and challenges that occured during the project/

In face to face communication …….. per cent of the communication is the words, …… body language and …. is paralinguistic.

1. 38,55 and 7
2. 55,7, and 38
3. 7,38, and 55
4. None of the above

A complaining customer is always right

Treating others as you would like to be treated is a good principle behind offering outstanding service to a customer.

One strategy of preventing dissatisfaction is to think like a customer.

The most credible advertising is through the word of mouth.

38% of communication is done through seeing a person when they communicate.