Customer Service Knowledge Trivia!

1. CRM stands for:

Customers Rarely Matter

Customer Relationship Management

Communicating Random Meaning

Customers Rudimentarily Managed

CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.

Explanation

CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.

2. The best reward for your customer service representatives is:

Earplugs and punching bags

Valium or other mind-numbing drugs

Recognition and appreciation on your part

Anger management seminars

Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings, and acknowledgments at company functions, let them know how important, valued, and appreciated they are to you and the company.

Explanation

Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings, and acknowledgments at company functions, let them know how important, valued, and appreciated they are to you and the company.

3. Customers who complain want:

Something for nothing

To be heard and have their experience validated

To vent for the sport of it

To be made majority shareholders in the company

Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component of complaints.

Explanation

Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component of complaints.

4. Customers who complain:

Had unhappy childhoods

Are genetically predisposed to be sourpusses

Are doing you a service in identifying what isn’t working in your business or organization

Have trouble in their primary relationships

Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.

Explanation

Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.

5. A Call Center is defined as:

The midpoint in duration of a telephone call

A revenue sink hole

A place where middle-of-the-road calls coexist with liberal and arch-conservative calls

A location where complaints and problems are converted into successful saves for your customers and your company

Make your call center is a shining example of your company’s commitment to its customers. Your center is a visible symbol of your company’s commitment to customer success.

Explanation

Make your call center is a shining example of your company’s commitment to its customers. Your center is a visible symbol of your company’s commitment to customer success.

6. Customer Care is:

A philosophy wherein the customer is wrapped in service even before a problem arises

A nifty alliterative phrase that looks good in company brochures

A new program where customers care for themselves

A managed care medical program for customers

Customer Care is a philosophy wherein customers are cared for by a company – the entire time they’re customers. Care isn’t just to be administered as a salve for problems. Demonstrate care from the start and your customers will flock to your products and services.

Explanation

Customer Care is a philosophy wherein customers are cared for by a company – the entire time they’re customers. Care isn’t just to be administered as a salve for problems. Demonstrate care from the start and your customers will flock to your products and services.

7. Customer Service Culture is:

A new form of yogurt where the lid removes itself for you

Behavior being analyzed in a Petrie dish for contagions

An environment where customer service permeates the thinking of the entire company

A mythical civilization in which everyone smiles and welcomes you when they meet

Customer Service Culture is the infusion of service ideals into every department, from sales, shipping and receiving to legal, human resources, and beyond.

Explanation

Customer Service Culture is the infusion of service ideals into every department, from sales, shipping and receiving to legal, human resources, and beyond.

8. For a company to be considered service-oriented:

It must mention customer service in its mission statement.

At least 18.3% of its employees must work in the customer service department

Its managers must at one time have been CSRs

Customer service must be addressed by all departments

A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in service. Many problems can be avoided outright by attending to customer service. Why should the customer service department carry the weight of service for the entire company? Don’t operate under the adage “never enough time to do it right but always enough time to do it over.” Get it right at the source, in all departments.

Explanation

A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in service. Many problems can be avoided outright by attending to customer service. Why should the customer service department carry the weight of service for the entire company? Don’t operate under the adage “never enough time to do it right but always enough time to do it over.” Get it right at the source, in all departments.

9. A complaining customer is:

Always right

Almost right

Often lying

Always the customer

Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.

Explanation

Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.

10. Customer Service departments:

Are the afterthought that cleans up messes other departments cause

Build customer loyalty through great experience

Are leaders in understanding customer behavior patterns and market research

Basically entertain customers

When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold, and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real-life customers. That’s invaluable!

Explanation

When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold, and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real-life customers. That’s invaluable!