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?* Lean Laugh Language Listen 2. What does the A stand for in the acronym LAST?* Appreciate Acknowledge Apologize Appetite 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?* Time Tame Thank Tenacity 5. When performing the listening function of LAST, what is an example of what you should not do?* Engage with the speaker and make eye contact Nod your head Look at your watch Repeat back what the issue is 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 the customer something for free Offer to refund the customer’s money 7. How should you apologize to a customer?* I am sorry that you have had a bad experience Sorry I'm sorry It is all my fault 8. How should you solve a problem that you do not know how to handle?* 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 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 Cindy Emma 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.