Answer Key
Customer Service – Comprehension Check
- There is a grammar mistake in this sentence: “And how many people do you think I'm told this story to?” Which of the options has the mistake? [I'm told this story to]
And how many people do you think I've told this story to? - People who call your business want to talk to [a live person]
People who call want to talk to a live person, not a “fake recorded robot”. - Which of the options best completes this sentence? “If you're a good salesperson, you can sell anything to... [anyone once]
If you're a good salesperson, you can sell anything to anyone once - Which of the options best completes this sentence? “Good customer service is all about... [bringing customers back]
Good customer service is all about bringing customers back - The article suggest taking the extra step. If someone walks into your store and asks you to help them find something, what is the extra step? [you show them where it is and ask about their needs]
For instance, if someone walks into your store and asks you to help them find something, don't just say, “It's in Aisle 3.” Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. - Reliability is [one of the keys to any good relationship]
Reliability is one of the keys to any good relationship, and good customer service is no exception. - There is a grammar mistake in this sentence: “If you apply these seven simple rules consistently, your business will become know for its good customer service.” Which of the options has the mistake? [your business will become know]
If you apply these seven simple rules consistently, your business will become known for its good customer service. - What really annoys customer? [broken promises]
Think before you give any promise – because nothing annoys customers more than a broken one. - Which of the options best completes this sentence? “Good customer service will bring in...” [more new customers than promotions]
If you apply these seven simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did! - Which of the options is the one true secret of good customer service? [what you do is more important than what you say]
How do you go about forming such a relationship? By remembering the one true secret of good customer service: “You will be judged by what you do, not what you say.”