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?* Listen Language Laugh Lean 2. What does the A stand for in the acronym LAST?* Appreciate Acknowledge Appetite Apologize 3. What does the S stand for in the acronym LAST?* Service Secret Stand Solve 4. What does the T stand for in the acronym LAST?* Tenacity Thank Tame Time 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:* 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 Try to distract the customer from the problem Offer the customer something for free 7. How should you apologize to a customer?* I am sorry that you have had a bad experience I'm sorry Sorry It is all my fault 8. How should you solve a problem that you do not know how to handle?* You know what? I have never had this problem before. I'm not sure what to do. I'm not sure how to resolve this situation, let me check with my manager Sit quietly and stare at the customer I can't help you 9. Who is the presenter in this video?* Emma Josie Tina Cindy 10. Identify types of jobs where you might need customer service skills:* Cashier Flight Attendant IT Representative All of the Above This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.