— Hello, is that Sail Moving Company？— _________________？

— How do you calculate the fee if we ask you to move the office furniture？— _________________.

— The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this？ — _________________.

— What does the customer' s complaint say？ — _________________.

— What is the distance between the new building and your office？— _________________.

_________ the situation may be, make sure that you don' t leave your customer with an unanswered question.

Customers often remain _________ to a business that has excellent service even if their prices are high.

Customers won' t find store clerks sitting around _________ .

If any of the articles are damaged during move, you may make a _________ for compensation with our company.

If things have _________ , the person you' re talking to will want to know the reasons.

Looking your customers in the eye shows that we are listening to them and hearing _________ .

Some of the customers' complaints seem _________ .

Some stores even offer _________ lanes for customers with 10 items or less to checkout quickly.

The American idea of customer service is _________ each customer the center of attention.

The customer service representative will often allow customers to exchange the product they bought or return it for a full _________ .

The American idea of custom service is to make each customer the center of attention. {A；B； C}

Many products come with a money-back guarantee. {A； B； C}

Make sure to look your customers in the eye. {A； B； C}

Always look for ways to go above and beyond the expectations of your customers. {A； B；C}

The worst thing is that you discovered at the last moment there were missing parts in the order before shipment. {A； B； C}

Customer service is the service or care that a consumer receives before, during and aftera purchase. It' s one of the factors that come in to play when a consumer is determining buyingvalue, the other is the quality of the product or service that is being {[答案] D. } .Consumers often must encounter an experience to not only be a satisfied customer, but aloyal customer. Customer service is a part of that experience.Top notch service will create { } and a returning customer, which is whatwe all must strive for.Excellent customer service is { } to businesses today. It' s a component thatis often missing, unfortunately. How do you provide great customer service？ Always make yourcustomer a { } . Greet them in a friendly manner, whether that be via telephone,email or in person.Let them know you are there to help and that you will take care of them, not only beforethe sale but after as well. After all, in a thriving business customers are not {} ； it' s a requirement for businesses to survive.

The American idea of customer service is to make each customer the center of attention. And wherever you go, good customer service means making customers feel special.

When customers get to a store, they are treated as honored guests. Customers don’ t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. Customers usually don’ t have to ask how much items cost, since prices are clearly marked. {

When customers are ready to checkout, they can go to the nearest and shortest checkout lane. Good stores open new checkout lanes when the line ups get too long. Some even offer express lanes for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm thank you and have a nice day from the clerk.

In America, customer service continues long after the sale. Many products come with a money-back guarantee. Expensive items like cars, computers or stereos often have a warranty that ensures trouble-free use for a period of a year or more. Advertisements regularly include the motto, Your satisfaction is guaranteed. So if there is a problem with the product, customers can take it back. The customer service representative will often allow them to exchange the item or return it for a full refund.

Customer service in America grows out of the belief that the customer is always right. If a person receives poor service from a store, he probably will avoid shopping there in the future. On the other hand, customers often remain loyal to a business that has excellent service even if their prices are high.

THE FEEL GOOD FACTOR IN CUSTOMER SERVICE A challenge in working in customer service is to ensure that you have focused your attentionon the right key areas, measured by the right Key Performance Indicator (KPI) . One of the mostimportant aspects of a customer service KPI is what is often referred to as the Feel Good Factor.Basically the goal is not only to help the customer have a good experience, but to offer anexperience that exceeds expectations. Several key points are listed as follows：Know what products/service you are offering from back to front. In other words, be aninformation expert. It is okay to say I don’ t know, but it should always be followed up bybut let me find out or possibly but this person will be able to assist you. Whatever the situationmay be, make sure that you don’ t leave your customer with an unanswered question.Most of the communication that you relay to others is done through body language. If youhave negative body language when you communicate with others, it shows that you don' t care.Two of the most important aspects of positive body language are smiling and eye contact. Makesure to look your customers in the eye. It shows that we are listening to them and hearingwhat they are saying. And of course smiling is more inviting than a blank look or frown.Nothing surprises your customers more than an employee going the extra mile to help them.Always look for ways to go above and beyond the expectations of your customers. In doing so,it helps them to know that you care and it will leave them with the Feel Good Factor that youare searching for. 1. The goal of customer service is to give customers an experience that meets their expectations.

Leave your customer with an unanswered question is unacceptable.

Both positive body language and negative body language are necessary in customer service.

Eye contact is one of the most important aspects of positive body language.

The underlined going the extra mile to help them in the last paragraph means going a long way to help them.