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

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

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

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

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

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

Consider his or her problem unimportant

Have your own problems to deal with

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

have other customers to deal with

are not responsible for his or her problems

Dds Customer Relations 2012 Test

1.

Receiving both verbal and non-verbal information is the definition of:
- A.
  
  Empathy
- B.
  
  Communication
- C.
  
  Reliability
- D.
  
  Body Language
Correct Answer
B. Communication

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.

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2.

Non-verbal, usually unconscious, communication through the use of postures, gestures, and facial expressions is the definition of:
- A.
  
  Empathy
- B.
  
  Communication
- C.
  
  Reliability
- D.
  
  Body Language
Correct Answer
D. Body Language

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.

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3.

Recognizing someone's problem and emotionally connecting to how the person feels is the definition of:
- A.
  
  Empathy
- B.
  
  Communication
- C.
  
  Reliability
- D.
  
  Body Language
Correct Answer
A. Empathy

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.

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4.

Delivering what is promised is the definition of:
- A.
  
  Empathy
- B.
  
  Communication
- C.
  
  Reliability
- D.
  
  Body Language
Correct Answer
C. Reliability

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.

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5.

Which of the following phrases shows "Platinum Status" customer relations?
- A.
  
  "I can"
- B.
  
  "You need to..."
- C.
  
  "That's just the way it's done"
Correct Answer
A. "I can"

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.

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6.

Which of the following is "Platinum Status" customer relations practice?
- A.
  
  Not taking responsibility for a customer's problem
- B.
  
  Blaming someone else for a customer's problem, and referring the customer to your supervisor
- C.
  
  Making promises to calm a customer down, whether or not you will be able to follow through on the promise
- D.
  
  Following up with a customer to make sure his or her problem was corrected
Correct Answer
D. Following up with a customer to make sure his or her problem was corrected

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.

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7.

When listening actively, empathize to show the customer that you:
- A.
  
  Prefer to talk about yourself
- B.
  
  Care about his or her concerns
- C.
  
  Consider his or her problem unimportant
- D.
  
  Have your own problems to deal with
Correct Answer
B. Care about his or her concerns

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.

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8.

When listening actively, affirm to show the customer that you:
- A.
  
  Are paying attention
- B.
  
  Are busy with other matters
- C.
  
  Have other customers to deal with
- D.
  
  Are not responsible for his or her problems
Correct Answer
A. Are paying attention

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.

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9.

Most upset customers will calm down if you offer a sincere apology.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

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

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10.

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.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

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

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11.

When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

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.

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12.

When dealing with an abusive customer on the phone, it's important to hang up right away.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

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

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Dds Customer Relations 2012 Test

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

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

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

Delivering what is promised is the definition of:

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

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

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

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

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

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.

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

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