c. both a & b ___ 2. The true character of a company appears when something goes wrong. (T or F) ___ 3. Dissatisfied customers often a. waste your time by whining so much b. take their business elsewhere if they feel the problem is handled well. don’t c. are particularly difficult during the week of the full moon. ___ 4. A problem should be handled within 3 days of being reported. (T or F) ___ 5. A customer complaint is like liquid cement because: a. is easier to smooth over before it hardens. b. heavy and usually makes a mess. it’s c. make sense unless you work for a construction company. doesn’t ___ 6. From the point of view, the ideal situation is to only have to explain the problem customer’s to as many people who will listen. (T or F) ___ 7. a good time to use the value your business and want you to continue When’s phrase: “we to be our customer”: a. about every 3rd or 4th sentence so they know sincere. you’re b. only if really mad. they’re c. Often and sincerely . . . most likely at the close of the transaction. ___ 8. The phrase is: “Sorry ‘bout that” a. perceived as flip and insincere. It is best not to use it. b. always acceptable c. is a good way to buy some time while you think of your excuse. ___ 9. Customers will perceive you as solving the problem by going the extra mile and all options. (T or F) ___10. In a Service Recovery situation, you should: a. listen actively b. show empathy or sympathy c. make rapport comments (when appropriate)
c. both a & b ___ 2. The true character of a company appears when something goes wrong. (T or F) ___ 3. Dissatisfied customers often a. waste your time by whining so much b. take their business elsewhere if they don’t feel the problem is handled well. c. are particularly difficult during the week of the full moon. ___ 4. A problem should be handled within 3 days of being reported. (T or F) ___ 5. A customer complaint is like liquid cement because: a. is easier to smooth over before it hardens. b. it’s heavy and usually makes a mess. c. doesn’t make sense unless you work for a construction company. ___ 6. From the customer’s point of view, the ideal situation is to only have to explain the problem to as many people who will listen. (T or F) ___ 7. When’s a good time to use the phrase: “we value your business and want you to continue to be our customer”: a. about every 3rd or 4th sentence so they know you’re sincere. b. only if they’re really mad. c. Often and sincerely . . . most likely at the close of the transaction. ___ 8. The phrase “Sorry ‘bout that” is: a. perceived as flip and insincere. It is best not to use it. b. always acceptable c. is a good way to buy some time while you think of your excuse. ___ 9. Customers will perceive you as solving the problem by going the extra mile and all options. (T or F) ___10. In a Service Recovery situation, you should: a. listen actively b. show empathy or sympathy c. make rapport comments (when appropriate)
9Six%20Steps%20to%20Service%20Recovery%20LG%20FINAL%203.6.17.docx