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?* Language Listen Lean Laugh 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?* Secret Stand Solve Service 4. What does the T stand for in the acronym LAST?* Thank Tame Time Tenacity 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 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:* Try to distract the customer from the problem Offer the customer something for free 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?* I'm sorry It is all my fault I am sorry that you have had a bad experience 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?* Tina Josie Emma Cindy 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.