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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?
*
Lean
Laugh
Listen
Language
2. What does the A stand for in the acronym LAST?
*
Appreciate
Acknowledge
Appetite
Apologize
3. What does the S stand for in the acronym LAST?
*
Secret
Service
Solve
Stand
4. What does the T stand for in the acronym LAST?
*
Time
Tame
Tenacity
Thank
5. When performing the listening function of LAST, what is an example of what you should not do?
*
Engage with the speaker and make eye contact
Repeat back what the issue is
Look at your watch
Nod your head
6. Identify a good way to show the customer that you understood what he/she said:
*
Offer to refund the customer’s money
Offer the customer something for free
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
7. How should you apologize to a customer?
*
It is all my fault
Sorry
I am sorry that you have had a bad experience
I'm sorry
8. How should you solve a problem that you do not know how to handle?
*
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
I'm not sure how to resolve this situation, let me check with my manager
9. Who is the presenter in this video?
*
Tina
Emma
Josie
Cindy
10. Identify types of jobs where you might need customer service skills:
*
Cashier
Flight Attendant
IT Representative
All of the Above