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 Lean Laugh Language 2. What does the A stand for in the acronym LAST?* Apologize Appetite Appreciate Acknowledge 3. What does the S stand for in the acronym LAST?* Solve Stand Secret Service 4. What does the T stand for in the acronym LAST?* Tame Tenacity Time Thank 5. When performing the listening function of LAST, what is an example of what you should not do?* Look at your watch Engage with the speaker and make eye contact Repeat back what the issue is Nod your head 6. Identify a good way to show the customer that you understood what he/she said:* Offer the customer something for free 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 7. How should you apologize to a customer?* It is all my fault I am sorry that you have had a bad experience Sorry I'm sorry 8. How should you solve a problem that you do not know how to handle?* Sit quietly and stare at the customer 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. I can't help you 9. Who is the presenter in this video?* Cindy Emma Josie Tina 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.