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Small Business Development
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Small Business Development
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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
Listen
Language
Lean
2. What does the A stand for in the acronym LAST?
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Acknowledge
Appreciate
Appetite
Apologize
3. What does the S stand for in the acronym LAST?
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Service
Solve
Secret
Stand
4. What does the T stand for in the acronym LAST?
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Tame
Thank
Tenacity
Time
5. When performing the listening function of LAST, what is an example of what you should not do?
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Nod your head
Engage with the speaker and make eye contact
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:
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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
Offer the customer something for free
Try to distract the customer from the problem
7. How should you apologize to a customer?
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Sorry
It is all my fault
I'm sorry
I am sorry that you have had a bad experience
8. How should you solve a problem that you do not know how to handle?
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I can't help you
Sit quietly and stare at the customer
You know what? I have never had this problem before. I'm not sure what to do.
I'm not sure how to resolve this situation, let me check with my manager
9. Who is the presenter in this video?
*
Emma
Josie
Tina
Cindy
10. Identify types of jobs where you might need customer service skills:
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Flight Attendant
All of the Above
Cashier
IT Representative