Principles Of Customer Service Quiz: Trivia!

2.

When delivering customer service we should remember S S S which stands for:

Smile, Speak, Summarise
Smile, Speak, Serve
Smile, Shake hands, Serve

Correct Answer

A. Smile, Speak, Serve

Explanation

The correct answer is Smile, Speak, Serve. When delivering customer service, it is important to first greet the customer with a smile, as it creates a positive and welcoming atmosphere. Speaking in a polite and friendly manner is also crucial to make the customer feel valued and respected. Lastly, serving the customer involves actively listening to their needs, providing assistance, and ensuring their satisfaction. This sequence of actions helps to create a positive customer experience and build strong relationships.

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3.

You answer the telephone to a customer who complains that she has tried to call your organization four times that morning. Three times she was left in a queue each time for more than 10 minutes before she got fed up with waiting and hung up. On the fourth time she managed to get through but she was not happy as calls to your company are charged at a premium rate of 10p per minute. The customer tells you she wants to place a large order with you but that she needs some information first. You give her the information that she needs and she tells you that she will call tomorrow to place the order. How do you respond?

Tell her that when she telephones tomorrow not to hang up as eventually someone will answer the call
Suggest that she sends her order in the post or by email
Give her your direct dial number and tell her the best time to call

Correct Answer

A. Give her your direct dial number and tell her the best time to call

Explanation

The correct answer is to give the customer your direct dial number and tell her the best time to call. This solution addresses the customer's frustration with being left in a queue and the premium rate charges. By providing a direct dial number, the customer can bypass the queue and have a more direct line of communication. Additionally, suggesting the best time to call ensures that the customer can reach someone without having to wait for an extended period. This solution aims to improve the customer's experience and make it easier for them to place their order.

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4.

The Service Offer of an organization is...

This months special offers
The extents and limits of what an organisation offers
How quickly you will get served

Correct Answer

A. The extents and limits of what an organisation offers

Explanation

The correct answer is "The extents and limits of what an organisation offers". This refers to the range and boundaries of products, services, or solutions that an organization provides to its customers. It includes the specific offerings and features that differentiate the organization from its competitors. The service offer defines the value proposition and helps customers understand what they can expect from the organization.

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5.

An internal customer is someone who goes into an organization to buy a product or service.

True
False

Correct Answer

A. False

Explanation

An internal customer is not someone who goes into an organization to buy a product or service. Rather, an internal customer refers to individuals or departments within an organization who rely on the products, services, or information provided by other individuals or departments within the same organization. It is a concept that emphasizes the importance of meeting the needs and expectations of internal stakeholders within an organization.

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6.

A customer telephoned to say he is very angry because he ordered a product from your company and it has arrived in the post damaged. He tells you that this is the second time that he has received damaged goods in the post from you and he is not very happy. How do you respond to this customer?

Transfer the call to your manager as you don't like dealing with angry customers
Tell the customer to contact Royal Mail - it's not your fault that the goods got damaged in the post
Apologise and tell him that you will investigate why this has happened and that you will call him back within and hour with a solution
Tell him you cannot comment until you have looked into the matter

Correct Answer

A. Apologise and tell him that you will investigate why this has happened and that you will call him back within and hour with a solution

Explanation

The correct answer is to apologize and assure the customer that you will investigate the issue and provide a solution within an hour. This response shows empathy towards the customer's frustration and takes responsibility for the problem. It also demonstrates a proactive approach to resolving the issue, which is likely to help retain the customer's trust and satisfaction.

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7.

A solution that would impress the customer who had received the damaged goods would be:

Offer to refund his payment immediately
Send a replacement in the post recorded delivery
Send a replacement by courier service to arrive the next day

Correct Answer

A. Send a replacement by courier service to arrive the next day

Explanation

The solution to send a replacement by courier service to arrive the next day would impress the customer who received the damaged goods because it shows a proactive approach to resolving the issue. By choosing a courier service, the company ensures a fast and reliable delivery, demonstrating their commitment to customer satisfaction. This solution also minimizes any inconvenience caused to the customer by providing a timely replacement. Additionally, it shows that the company values the customer's time and is willing to go the extra mile to rectify the situation.

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8.

Company are the course of action that is to be taken as outlined by a company. Some companies have formal in writing but smaller companies do not put their in writing and the are simply seen as 'the way we do things around here'

Correct Answer
Procedures

Explanation
Procedures are the course of action that is to be taken as outlined by a company. Some companies have formal procedures in writing but smaller companies do not put their procedures in writing and the procedures are simply seen as 'the way we do things around here'.

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9.

Customer service representatives who stand out in their work are

Friendly
Efficient
Pessimistic
Honest and fair

Correct Answer(s)

A. Friendly
A. Efficient
A. Honest and fair

Explanation

Customer service representatives who stand out in their work are friendly, efficient, and honest and fair. Being friendly helps create a positive and welcoming environment for customers, making them feel valued and heard. Efficiency is important as it ensures that customers' needs are addressed quickly and effectively. Honesty and fairness build trust and credibility, showing customers that their concerns are taken seriously and handled in a transparent manner. Overall, these qualities contribute to a positive customer experience and help representatives excel in their role.

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10.

Good customer service representatives always

Listen attentively
Use lots of technical terms
Maintain a positive attitude
Over promise and under deliver
Make most customers feel important
Speak clearly

Correct Answer(s)

A. Listen attentively
A. Maintain a positive attitude
A. Speak clearly

Explanation

Good customer service representatives always listen attentively to customers' concerns and needs, as this shows that they value the customer's input and are willing to address their issues effectively. They also maintain a positive attitude, which helps to create a pleasant and friendly atmosphere during interactions with customers. Speaking clearly is important to ensure that customers can understand the information and instructions provided. These qualities collectively contribute to making most customers feel important and satisfied with the service they receive. Using lots of technical terms and over promising and under delivering are not characteristics of good customer service representatives.

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Principles Of Customer Service Quiz: Trivia!

Customer Service is...

When delivering customer service we should remember S S S which stands for:

The Service Offer of an organization is...

An internal customer is someone who goes into an organization to buy a product or service.

A customer telephoned to say he is very angry because he ordered a product from your company and it has arrived in the post damaged. He tells you that this is the second time that he has received damaged goods in the post from you and he is not very happy. How do you respond to this customer?

A solution that would impress the customer who had received the damaged goods would be:

Company are the course of action that is to be taken as outlined by a company. Some companies have formal in writing but smaller companies do not put their in writing and the are simply seen as 'the way we do things around here'

Customer service representatives who stand out in their work are

Good customer service representatives always