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 Language Laugh Lean 2. What does the A stand for in the acronym LAST?* Acknowledge Apologize Appetite Appreciate 3. What does the S stand for in the acronym LAST?* Stand Service Secret Solve 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?* Look at your watch Repeat back what the issue is Nod your head Engage with the speaker and make eye contact 6. Identify a good way to show the customer that you understood what he/she said:* Offer to refund the customer’s money 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 7. How should you apologize to a customer?* I'm sorry I am sorry that you have had a bad experience It is all my fault 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 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?* Cindy Tina Josie Emma 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.