Customer Service Skill Test - 1
So far we have learned the basic of Customer Service. So, lest refresh our memories by taking this quiz.
- 1.A complaining customer is...?
- A.
Almost right
- B.
Always the customer
- C.
Often lying
- D.
Always right
- 2.Customers who complain:
- A.
Had unhappy childhoods
- B.
Are genetically predisposed to be sourpusses
- C.
Have trouble in their primary relationships
- D.
Are doing you a service in identifying what isn’t working in your business or organization.
- 3.CRM stands for:
- A.
Customers Rarely Matter
- B.
Can’t Remember Much
- C.
Communicating Random Meaning
- D.
Customers Rudimentarily Managed
- E.
Customer Relationship Management
- 4.Customers who complain want . . .
- A.
Something for nothing
- B.
To be heard and have their experience validated
- C.
To vent for the sport of it
- D.
To be made majority shareholders in the company
- 5.Customer Service departments:
- A.
Are the afterthought that cleans up messes other departments cause
- B.
Build customer loyalty
- C.
Are leaders in understanding customer behavior patterns and market research
- 6.
- A.
It must mention customer service in its mission statement.
- B.
At least 18.3% of its employees must work in the customer service department
- C.
Its managers must at one time have been CSRs
- D.
Customer service must be addressed by all departments
- 7.A Call Center is defined as:
- A.
The midpoint in duration of a telephone call
- B.
A revenue sink hole
- C.
A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
- D.
A location where complaints and problems are converted into successful saves for your customers and your company
- 8.Customer Care is:
- A.
A managed care medical program for customers
- B.
A nifty alliterative phrase that looks good in company brochures
- C.
A new program where customers care for themselves
- D.
A philosophy wherein the customer is wrapped in service even before a problem arises
- 9.Customer Service Culture is
- A.
A new form of yogurt where the lid removes itself for you
- B.
Behavior being analyzed in a Petrie dish for contagions
- C.
A mythical civilization in which everyone smiles and welcomes you when they meet
- D.
An environment where customer service permeates the thinking of the entire company.
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