1. Why is good service a commercial issue?
2. What do most unhappy customers do?
3. Beyond solving the problem, what do customers most want?
4. What is the single most important service skill?
5. Which moments shape a customer's impression most?
6. What builds more trust?
7. A customer approaches while you are mid-task. What is best?
8. In person, what often speaks louder than words?
9. On the phone, why does your voice matter so much?
10. Before transferring a caller, you should:
11. Why must warmth be built deliberately into written service?
12. An angry customer complains publicly on social media. Best approach?
13. Why is a complaint a gift?
14. When receiving a complaint, you should first:
15. The first rule with an angry customer is to:
16. Which phrase inflames an angry customer?
17. In service recovery, before offering compensation you must:
18. You have to say no to a customer. Best approach?
19. When should you escalate?
20. What should be done with a pattern of recurring complaints?
