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?* Laugh Lean Listen Language 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?* Service Secret Stand Solve 4. What does the T stand for in the acronym LAST?* Tame Time Thank Tenacity 5. When performing the listening function of LAST, what is an example of what you should not do?* Repeat back what the issue is Nod your head Engage with the speaker and make eye contact 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 Try to distract the customer from the problem Offer to refund the customer’s money 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'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 Sit quietly and stare at the customer 9. Who is the presenter in this video?* Josie Emma Cindy 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.