BUISENESS MANAGEMENT
CUSTOMER SERVICE
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Do you want to look at a few more styles?
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Will that be cash or credit card?
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Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
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We’ll be having a sale on watches sometime next month
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Detailed explanation-1: -Negative language: “I can’t get you that product until next month. It is back-ordered and unavailable at this time.” Positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!"
Detailed explanation-2: -When your customer asks you to make an exception to the company policy regarding warranties, you should probably: Check with your immediate supervisor or manager. When customers return merchandise, you should: Treat them with the same respect you would if you were making a purchase.
Detailed explanation-3: -The first step is to learn to listen. But, listening doesn’t just mean letting the other person talk while you’re silent. You need to listen in a way that makes the customer feel heard.