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