How To Make A Good Customer Service?

1.

Customers are more easily satisfied if their expectations are effectively managed ?

True

False

True . If Customers know what to expect ,they are more likely to feel satisfied

Explanation

True . If Customers know what to expect ,they are more likely to feel satisfied

2.

After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business?

True

False

True. Follow-up is one of the best ways to leave your customer thinking: "Hey, that was excellent customer service!"

Explanation

True. Follow-up is one of the best ways to leave your customer thinking: "Hey, that was excellent customer service!"

3.

When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help?

True

False

True. Customers are relying on you to be their 'guide' within your organization. They appreciate your customer service if you don't abandon them

Explanation

True. Customers are relying on you to be their 'guide' within your organization. They appreciate your customer service if you don't abandon them

4.

The most credible advertising is a satisfied customer ?

True

False

True. Positive word of mouth from a happy customer is the most powerful and least expensive advertising. How does your organization create positive word of mouth advertising?

Explanation

True. Positive word of mouth from a happy customer is the most powerful and least expensive advertising. How does your organization create positive word of mouth advertising?

5.

Most upset customers will calm down if you offer a sincere apology ?

True

False

True. Most customers want you to acknowledge that they've been disappointed and want you to express some regret.

Explanation

True. Most customers want you to acknowledge that they've been disappointed and want you to express some regret.

6.

If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale?

True

False

False. You (and your organization) lose credibility. Don't bad-mouth or play the blame game!

Explanation

False. You (and your organization) lose credibility. Don't bad-mouth or play the blame game!

7.

When dealing with an abusive customer on the phone, it's important to hang up right away ?

True

False

False. Tell the abusive customer you'd like to help them, and will do so when the conversational tone is calm.

Explanation

False. Tell the abusive customer you'd like to help them, and will do so when the conversational tone is calm.

8.

When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer?

True

False

False. It will probably feel more comfortable for you, but the customer will interpret it negatively: either as a lack of interest, confidence, or as defensiveness

Explanation

False. It will probably feel more comfortable for you, but the customer will interpret it negatively: either as a lack of interest, confidence, or as defensiveness

9.

When a customer calls for technical support, its realistic to require them to explain the problem in highly technical language?

True

False

False. Most customers who call tech support are not highly technical. It's realistic to require the tech support rep to provide assistance at the customer's level of technical understanding.

Explanation

False. Most customers who call tech support are not highly technical. It's realistic to require the tech support rep to provide assistance at the customer's level of technical understanding.

10.

Customers trust you more if they have problems with your product or service and receive speedy resolution,than if they have no problems with your product at all
?

True

False

True. It's not the absence of problems that develops trust, but your reaction when things go wrong. Customers want to know that no matter what happens, you care about them and are on their side.

Explanation

True. It's not the absence of problems that develops trust, but your reaction when things go wrong. Customers want to know that no matter what happens, you care about them and are on their side.

11.

In responding to a frustrated customer's question, it's a good idea to immediately offer a solution ?

True

False

False. The customer isn't listening for a solution yet. It's important to soothe the customer's frustration first.

Explanation

False. The customer isn't listening for a solution yet. It's important to soothe the customer's frustration first.

12.

On a technical help desk, the agents who are the smartest technically are always rated most helpful and customer friendly by the customer?

True

False

False. To the surprise of many help desk managers, the agent who is the most persistent, conscientious and has the best customer contact skills rates highest with the customers.

Explanation

False. To the surprise of many help desk managers, the agent who is the most persistent, conscientious and has the best customer contact skills rates highest with the customers.