So far we have learned the basic of Customer Service. So, lest refresh our memories by taking this quiz.
Almost right
Always the customer
Often lying
Always right
Had unhappy childhoods
Are genetically predisposed to be sourpusses
Have trouble in their primary relationships
Are doing you a service in identifying what isn’t working in your business or organization.
Customers Rarely Matter
Can’t Remember Much
Communicating Random Meaning
Customers Rudimentarily Managed
Customer Relationship Management
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
Are the afterthought that cleans up messes other departments cause
Build customer loyalty
Are leaders in understanding customer behavior patterns and market research
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
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
A managed care medical program for customers
A nifty alliterative phrase that looks good in company brochures
A new program where customers care for themselves
A philosophy wherein the customer is wrapped in service even before a problem arises
A new form of yogurt where the lid removes itself for you
Behavior being analyzed in a Petrie dish for contagions
A mythical civilization in which everyone smiles and welcomes you when they meet
An environment where customer service permeates the thinking of the entire company.