Remember—avoid rushing your customers and coworkers. ♦ Be Friendly BEFORE You Know Who It Is Treat all customers equally. ♦ Use your personality. ♦ Remember—customers mirror the way they’re treated. ♦ Don’t Be Too Busy To Be Nice Don’t give short, one-word answers. ♦ Don’t be abrupt with customers or coworkers. ♦ Keep your sense of humor. ♦ Don’t Use Military Language on Civilians Use easy, understandable words. ♦ Avoid using company jargon on customers and new employees. ♦ Explain unfamiliar words or terms. ♦ Be Personally Accountable Don’t Pass the Buck – Take ownership; be accountable and responsible. ♦ Remember your ABCs don’t accuse, blame or complain. ♦ – Always seek solutions and don’t be afraid to accept responsibility. ♦ Answers to Pre-Program and Post-Program Quizzes ~ Six Cardinal Rules of Customer Service PRE-PROGRAM ITEM CORRECT 7. B NUMBER RESPONSE 8. C 1. C 9. B 2. A 10. B 3. B POST-PROGRAM 4. A ITEM CORRECT NUMBER RESPONSE 5. A 1. C 6. A
♦ Remember—avoid rushing your customers and coworkers. Be Friendly BEFORE You Know Who It Is ♦ Treat all customers equally. ♦ Use your personality. ♦ Remember—customers mirror the way they’re treated. Don’t Be Too Busy To Be Nice ♦ Don’t give short, one-word answers. ♦ Don’t be abrupt with customers or coworkers. ♦ Keep your sense of humor. Don’t Use Military Language on Civilians ♦ Use easy, understandable words. ♦ Avoid using company jargon on customers and new employees. ♦ Explain unfamiliar words or terms. Be Personally Accountable – Don’t Pass the Buck ♦ Take ownership; be accountable and responsible. ♦ Remember your ABCs – don’t accuse, blame or complain. ♦ Always seek solutions and don’t be afraid to accept responsibility. Answers to Pre-Program and Post-Program Quizzes ~ Six Cardinal Rules of Customer Service PRE-PROGRAM ITEM CORRECT NUMBER RESPONSE 1. C 2. A 3. B 4. A 5. A 6. A 7. B 8. C 9. B 10. B POST-PROGRAM ITEM CORRECT NUMBER RESPONSE 1. C
TD5Six%20Cardinal%20Rules%20of%20CS%20WB%20FINAL%203.2017.docx