Dds Customer Relations 2012 Test

1. 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

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

Explanation

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

2. When listening actively, affirm to show the customer that you:

Are paying attention

Are busy with other matters

Have other customers to deal with

Are not responsible for his or her problems

When listening actively, affirming to show the customer that you are paying attention is important. It indicates that you are fully engaged in the conversation and interested in what the customer has to say. By affirming, you are acknowledging their concerns and showing empathy towards their problems. This helps in building trust and rapport with the customer, making them feel valued and understood. It also encourages open communication and allows for a more effective resolution of their issues.

Explanation

When listening actively, affirming to show the customer that you are paying attention is important. It indicates that you are fully engaged in the conversation and interested in what the customer has to say. By affirming, you are acknowledging their concerns and showing empathy towards their problems. This helps in building trust and rapport with the customer, making them feel valued and understood. It also encourages open communication and allows for a more effective resolution of their issues.

3. Which of the following is "Platinum Status" customer relations practice?

Not taking responsibility for a customer's problem

Blaming someone else for a customer's problem, and referring the customer to your supervisor

Making promises to calm a customer down, whether or not you will be able to follow through on the promise

Following up with a customer to make sure his or her problem was corrected

The "Platinum Status" customer relations practice involves following up with a customer to ensure that their problem has been resolved. This shows a high level of commitment to customer satisfaction and demonstrates that the company values their customers. By checking in with the customer after the initial interaction, the company can ensure that the issue has been addressed to the customer's satisfaction and make any necessary adjustments if needed. This practice helps to build trust and loyalty with the customer, ultimately enhancing the overall customer experience.

Explanation

The "Platinum Status" customer relations practice involves following up with a customer to ensure that their problem has been resolved. This shows a high level of commitment to customer satisfaction and demonstrates that the company values their customers. By checking in with the customer after the initial interaction, the company can ensure that the issue has been addressed to the customer's satisfaction and make any necessary adjustments if needed. This practice helps to build trust and loyalty with the customer, ultimately enhancing the overall customer experience.

4. When listening actively, empathize to show the customer that you:

Prefer to talk about yourself

Care about his or her concerns

Consider his or her problem unimportant

Have your own problems to deal with

When listening actively, empathizing with the customer's concerns shows that you genuinely care about their issues. It demonstrates that you are attentive and willing to understand their perspective, which helps to build trust and rapport. By showing empathy, you are indicating that the customer's problems are important to you and that you are committed to finding a solution that addresses their needs.

Explanation

When listening actively, empathizing with the customer's concerns shows that you genuinely care about their issues. It demonstrates that you are attentive and willing to understand their perspective, which helps to build trust and rapport. By showing empathy, you are indicating that the customer's problems are important to you and that you are committed to finding a solution that addresses their needs.

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

True

False

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

Explanation

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

6. 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

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

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.

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

True

False

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

Explanation

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

8. Non-verbal, usually unconscious, communication through the use of postures, gestures, and facial expressions is the definition of:

Empathy

Communication

Reliability

Body Language

Body language refers to the non-verbal and often subconscious ways in which individuals communicate through their postures, gestures, and facial expressions. It plays a crucial role in conveying emotions, intentions, and attitudes. By observing someone's body language, one can gain insights into their thoughts and feelings, even when they are not explicitly expressed through words. Therefore, body language is an essential aspect of communication, allowing individuals to understand and connect with others on a deeper level.

Explanation

Body language refers to the non-verbal and often subconscious ways in which individuals communicate through their postures, gestures, and facial expressions. It plays a crucial role in conveying emotions, intentions, and attitudes. By observing someone's body language, one can gain insights into their thoughts and feelings, even when they are not explicitly expressed through words. Therefore, body language is an essential aspect of communication, allowing individuals to understand and connect with others on a deeper level.

9. Delivering what is promised is the definition of:

Empathy

Communication

Reliability

Body Language

Reliability refers to the ability to consistently deliver what is promised. It is the quality of being trustworthy and dependable. In this context, empathy refers to understanding and sharing the feelings of others, communication refers to the exchange of information, and body language refers to nonverbal communication through gestures and expressions. However, reliability is specifically related to fulfilling commitments and meeting expectations consistently.

Explanation

Reliability refers to the ability to consistently deliver what is promised. It is the quality of being trustworthy and dependable. In this context, empathy refers to understanding and sharing the feelings of others, communication refers to the exchange of information, and body language refers to nonverbal communication through gestures and expressions. However, reliability is specifically related to fulfilling commitments and meeting expectations consistently.

10. Recognizing someone's problem and emotionally connecting to how the person feels is the definition of:

Empathy

Communication

Reliability

Body Language

Empathy is the ability to understand and share the feelings of another person. It involves recognizing someone's problem and emotionally connecting to how the person feels. It goes beyond just listening or communicating effectively, as it requires a deep understanding and emotional connection with the other person. Empathy is an important skill in building relationships, providing support, and showing compassion towards others.

Explanation

Empathy is the ability to understand and share the feelings of another person. It involves recognizing someone's problem and emotionally connecting to how the person feels. It goes beyond just listening or communicating effectively, as it requires a deep understanding and emotional connection with the other person. Empathy is an important skill in building relationships, providing support, and showing compassion towards others.

11. Receiving both verbal and non-verbal information is the definition of:

Empathy

Communication

Reliability

Body Language

Communication is the correct answer because it involves the exchange of information, ideas, or emotions between individuals through verbal and non-verbal means. Verbal communication refers to the use of spoken or written words, while non-verbal communication includes body language, facial expressions, gestures, and other forms of non-verbal cues. Therefore, communication encompasses both verbal and non-verbal information, making it the appropriate choice for the given definition.

Explanation

Communication is the correct answer because it involves the exchange of information, ideas, or emotions between individuals through verbal and non-verbal means. Verbal communication refers to the use of spoken or written words, while non-verbal communication includes body language, facial expressions, gestures, and other forms of non-verbal cues. Therefore, communication encompasses both verbal and non-verbal information, making it the appropriate choice for the given definition.

12. Which of the following phrases shows "Platinum Status" customer relations?

"I can"

"You need to..."

"That's just the way it's done"

The phrase "I can" indicates a willingness and ability to fulfill a customer's request or meet their needs. This demonstrates a customer-oriented approach and a willingness to go above and beyond to provide excellent service. In the context of "Platinum Status" customer relations, this phrase suggests that the company values and prioritizes their high-status customers by being proactive and accommodating in meeting their requests.

Explanation

The phrase "I can" indicates a willingness and ability to fulfill a customer's request or meet their needs. This demonstrates a customer-oriented approach and a willingness to go above and beyond to provide excellent service. In the context of "Platinum Status" customer relations, this phrase suggests that the company values and prioritizes their high-status customers by being proactive and accommodating in meeting their requests.