intro unit 1: customer service

• Engels
• MBO
• Studiejaar 2

What kind of contact do you have with customers at your work/internship?

Why do your customers get angry?

In what ways could you be polite to a customer?

Do you know how to react to an angry customer? Use one or two words!

What help could the receptionist have done better in the conversation with the mother and child?

Rewrite the receptionist's questions (name, surname, age, adress) but start the sentence with 'could'.

What went wrong in this conversation?

Things to ask if a customer wants a membership to the swimming pool.

Have a customer conversation

Welcome the customer.

Ask how you can help.

(Appointment-Product-Service-Directions-Advice-Complaint)

Ask the right questions to get information.

Use information to help the customer.

Ask if the customer is satisfied with the result.

Say goodbye to the customer/visitor.

What were the first two steps of handling the angry customer?