Choctaw Nation
Small Business Development
Choctaw Nation
Small Business Development
Register
Resources
Training Materials
Business Directory
News
Business Centers
Durant Chahtapreneur Business Center
Idabel Chahtapreneur Business Center
About
About CSBD
Staff
News
Contact
Resources
Online Training
How to Give Great Customer Service: The L.A.S.T. Method
Name
*
First
Last
Email
*
1. What does the L stand for in the acronym LAST?
*
Laugh
Lean
Listen
Language
2. What does the A stand for in the acronym LAST?
*
Appetite
Acknowledge
Apologize
Appreciate
3. What does the S stand for in the acronym LAST?
*
Service
Solve
Secret
Stand
4. What does the T stand for in the acronym LAST?
*
Tame
Thank
Time
Tenacity
5. When performing the listening function of LAST, what is an example of what you should not do?
*
Nod your head
Engage with the speaker and make eye contact
Repeat back what the issue is
Look at your watch
6. Identify a good way to show the customer that you understood what he/she said:
*
Try to distract the customer from the problem
Repeat back what the customer said so that you can make sure you understand what the problem is
Offer to refund the customer’s money
Offer the customer something for free
7. How should you apologize to a customer?
*
I am sorry that you have had a bad experience
It is all my fault
I'm sorry
Sorry
8. How should you solve a problem that you do not know how to handle?
*
Sit quietly and stare at the customer
I can't help you
I'm not sure how to resolve this situation, let me check with my manager
You know what? I have never had this problem before. I'm not sure what to do.
9. Who is the presenter in this video?
*
Josie
Tina
Emma
Cindy
10. Identify types of jobs where you might need customer service skills:
*
Cashier
Flight Attendant
IT Representative
All of the Above