Leader's Guide FOR PREVIEW ONLY

Customer Service Trivia HandoutTRUE OR FALSE1. Only employees who directly interact with customers are responsible forcustomer service.2. Research suggests that almost eight in 10 customers who leave do sobecause they are dissatisfied with the level of service they receive.3. It’s obvious when a customer is unhappy or upset – most even tell you so.4. It’s more important to pay attention to new customers than existing ones.5. It’s easier to attract new customers than to bring dissatisfied customersback.6. Dissatisfied customers will badmouth the company by telling between 8and 10 other people about their negative experience.7. Customers have their own agenda, so they won’t notice if you’re in a badmood.8. You have no influence over whether a customer returns.9. The customer is the boss.10. Customers can hear a smile over the phone.11. Sometimes customers can be difficult and trying.12. When a customer has a problem, it’s important that they understand yourpoint of view.13. Those who work behind the scenes don’t have to worry about customerservice.14. How you perform your job is a form of customer service.15. Customers walk in the door trusting you; you just need to reaffirm thatconfidence before they leave.31