Pre-Assignment

1 – People who are successful at customer relations constantly need to be the centre of attention.

2 – Customer service staff are the only people responsible for providing quality customer service.

3 – Good service employees are at the mercy of their customers and thus have little control over their success on the job.

4 – Treating customers as VIP’s often means apologising for mistakes you did not make.

5 – It is not important to remember the names and faces of the people who come to your organization.

6 – If you have a limited desire to serve others, you probably should not be in a service-related job.

7 – How you handle the procedural or technical side of your job can directly affect how you handle the personal side.

8 – Knowing the time requirements for providing quality service will help you do a better job.

9 – Good anticipation means providing items and services for customers without them requiring them to ask.

10 – When communicating with another person, it is important to always consider and protect his or her self-esteem.

11 – Your body language only minimally influences good communication.

12 – Feedback rarely provides the information necessary to do a better job.

13 – If you are not careful, working on a computer can adversely affect your attentiveness toward customers.

14 – Generally, the attitude you receive from others is the same attitude you transmit.

15 – Reading the customer correctly can pay great dividends to you and your organisation.

16 – Most people simply want fast service and have little need to feel important or be recognised.

17 – Body language often communicates more than the actual words you use.

18 – When a customer is rude, obnoxious, and impolite, it is justifiable for you to return the same behaviour. 

19 – It is impractical to think that you can meet the expectations of every customer. 

20 – Customer complaints should be encouraged at your organization.