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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?
*
Listen
Lean
Laugh
Language
2. What does the A stand for in the acronym LAST?
*
Acknowledge
Apologize
Appreciate
Appetite
3. What does the S stand for in the acronym LAST?
*
Secret
Service
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
Look at your watch
Engage with the speaker and make eye contact
Nod your head
6. Identify a good way to show the customer that you understood what he/she said:
*
Try to distract the customer from the problem
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
Offer the customer something for free
7. How should you apologize to a customer?
*
I am sorry that you have had a bad experience
I'm sorry
It is all my fault
Sorry
8. How should you solve a problem that you do not know how to handle?
*
I can't help you
I'm not sure how to resolve this situation, let me check with my manager
Sit quietly and stare at the customer
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
Josie
Tina
Emma
10. Identify types of jobs where you might need customer service skills:
*
Cashier
Flight Attendant
IT Representative
All of the Above