Name: Aqila Abyani Rafitri

Class/SRN: TBI 3/T20186103

Subject: English For Customer Care

1. What do you mean by customer care?

Customer care is how a person treats customers. How to interact with brands in a
company and work together. Customer care is an important aspect of customer service
because it affects the sale of a product or service.

2. What does good customer care mean to you?

In my opinion, the right customer care service is someone who is professional in

dealing with various customer characteristics. Professionals at work as employees who are
dexterous, quick to respond, and listen to customer requests and carry out these things well.

3. Why do you think you'd be a good fit for customer service?

I feel comfortable serving customers because I can be someone who will listen to
customer requests well and serve according to customer requests. So as to produce a win-win
solution. I can apply being a professional person because this is an important component of
customer care.

4. Generally, what the most important thing should we prepared is when we face
customers?

On the face of the employee must have a clear voice and explanation. Customers find
it difficult and do not like complicated and uncommunicative explanations. Employees must
also have eye contact with customers so they can reassure customers and feel polite when
serving customers. Body language is also important, organized and professional body
gestures are better seen than gestures that look disinterested and discouraged so that
customers will not believe the products offered. And the last one is telling the real truth to
your customer.

5. Why do we need to make small talk, eventually, with customers?

 Small talk is like a talk that is quite insignificant but necessary to 'breaking the ice' or
make the atmosphere less awkward and sound friendly to customers. Customers feel
comfortable, but must pay attention to the questions asked not to ask too private questions
such as religion, age, politics, family, etc.

6. Show me a good procedure for delivering a good presentation in front of customers!

1. Winning the audience

2. Introduce the subject and givr brief overview

3. Talk about the main product/service features

4. Explain the unique selling points

5. Invite interest in the company

6. Give promotional information

7. Offer incentives to try product

8. Finish the talk

9. Show follow-up

7. Tell me about your previous customer care experience in your own real life. Write the
answers on pdf paper and then send it to a served tool below

I have experience serving customers about two years ago. At that time I was selling
spicy noodle snacks. There is a customer who ordered to buy my noodles as much as 2. He
ordered on Thursday, and he wants the snack to be delivered to his house on Sunday (One of
the services I do is delivering snacks to the customer's house).

Arriving on Sunday, I was already on my way to the customer's house. When I

reached the alley of his house, I saw on my smartphone there was no message notification
from me. And when I called, the customer immediately canceled the snack order because he
had a sore throat for a long time

At that time I was trying to be professional and replied to the message in a friendly
manner. But on the way I was annoyed because the customer did not confirm to me earlier by
reason of being sick