How to Give Great Customer Service: The L.A.S.T. Method - Choctaw Nation Small Business Development

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First Last

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1. What does the L stand for in the acronym LAST?*

2. What does the A stand for in the acronym LAST?*

3. What does the S stand for in the acronym LAST?*

4. What does the T stand for in the acronym LAST?*

5. When performing the listening function of LAST, what is an example of what you should not do?*

6. Identify a good way to show the customer that you understood what he/she said:*

Offer to refund the customer’s money
Offer the customer something for free
Repeat back what the customer said so that you can make sure you understand what the problem is
Try to distract the customer from the problem

7. How should you apologize to a customer?*

8. How should you solve a problem that you do not know how to handle?*

9. Who is the presenter in this video?*

10. Identify types of jobs where you might need customer service skills:*