How To Resolve Customer Complaints On The Spot
This quiz is designed to give you knowledge on customer service and how to resolve complaints on the spot to ensure your credibility as a program.
- 1.
True or False, Customers see the following in order as the most important employees in a company? Front Line Employees, Direct Supervisors, Middle Management, Upper Management, CEO
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement is true. Customers typically view front line employees as the most important employees in a company. These employees directly interact with customers and are responsible for providing customer service and addressing their needs. Direct supervisors also play a crucial role in ensuring that front line employees are well-trained and equipped to meet customer expectations. While middle management, upper management, and the CEO are important for overall company operations and decision-making, they may have less direct impact on customer experiences compared to front line employees and direct supervisors.Rate this question:
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- 2.
Who directly helps customers with their needs?
Correct Answer
You doExplanation
Never underestimate your importance!Rate this question:
- 3.
Customers reactions are based on your ability to ...
- A.
Establish rapport
- B.
A,Cand D
- C.
Build your credibility
- D.
Instill trust
- E.
Making the customer angry
Correct Answer
B. A,Cand DExplanation
Establishing rapport, building credibility, and instilling trust are important factors that influence customers' reactions. When a customer feels a connection or rapport with a company or its representatives, they are more likely to have a positive reaction. Building credibility through expertise, professionalism, and delivering on promises also contributes to favorable customer reactions. Additionally, instilling trust in the customer by being honest, transparent, and reliable further enhances their reaction. Making the customer angry, on the other hand, would have a negative impact on their reaction.Rate this question:
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- 4.
What are 2 ways that show why “Neutral” really is a negative perception?
- A.
Customers should be "okay" with neutral service.
- B.
Neutral service doesn't create lifelong customers.
- C.
Nobody rushes back for "okay" service
- D.
B, C
Correct Answer
D. B, CExplanation
Neutral service is considered a negative perception because it implies that the service provided is only average or mediocre. Customers should not settle for just being "okay" with the service they receive, as they deserve exceptional service that exceeds their expectations. Moreover, neutral service does not create lifelong customers because it fails to leave a lasting impression or build a strong relationship with the customers. Additionally, nobody rushes back for "okay" service, meaning that customers are not likely to return or recommend the business if they have only received a neutral level of service.Rate this question:
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- 5.
What should you do when a customer is very angry?
- A.
Argue with the custoner until the customer sees it your way.
- B.
Use words that assure the customer.
- C.
B,D
- D.
Point out what you know to be true and offer choices when you can't get the answer on the spot.
- E.
Make promises that you can't keep.
Correct Answer
C. B,DExplanation
When a customer is very angry, it is important to handle the situation calmly and professionally. Arguing with the customer will only escalate the situation further and make them more upset. Instead, using words that assure the customer can help to calm them down and show empathy towards their concerns. Additionally, pointing out what you know to be true and offering choices when you can't provide an immediate answer can help to address their concerns and provide a sense of control. Making promises that you can't keep will only lead to disappointment and further aggravate the customer. Therefore, options B and D are the most appropriate actions to take in such a situation.Rate this question:
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- 6.
Pick the additional tips for dealing with angry customers.
- A.
Give them special treatment, Take them off to the side to discuss the problem, Listen to their words, and read between the words to unearth emotions and needs.
- B.
Apologize without accepting wrongful blame, Ask how they want you to resolve the issue, Tell them what you can do and what you can’t do, Get to win-win
- C.
Tell them there is nothing that you want to do for them even if you could.
- D.
A,B
- E.
Make a promise and don't follow through
Correct Answer
D. A,BExplanation
The correct answer is A and B because these options provide additional tips for dealing with angry customers. Giving them special treatment and taking them off to the side to discuss the problem shows that you are willing to give them individual attention and address their concerns privately. Apologizing without accepting wrongful blame and asking how they want you to resolve the issue demonstrates empathy and a willingness to find a solution that satisfies the customer. The other options mentioned, such as making a promise and not following through or telling them there is nothing you want to do for them, are not effective strategies for dealing with angry customers.Rate this question:
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- 7.
Complaints from customers are useless?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
True. We can use the information from complaints to Fix systems and Fix procedures.Rate this question:
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- 8.
What are the Seven-Eleven Rules of Customer Service? Within seven seconds of meeting you, customers form eleven impressions based on your:
- A.
Cleanliness, Attractiveness, Credibility , Knowledge, Responsiveness , Friendliness, Helpfulness
- B.
A, D
- C.
Dopey, Grumpy, Doc, Happy, Bashful, Sneezy, Sleepy,
- D.
Willingness or effort to be understanding , Courtesy, Confidence , Professionalism
- E.
None of the above.
Correct Answer
B. A, DExplanation
The Seven-Eleven Rules of Customer Service state that within seven seconds of meeting a customer, they form eleven impressions based on the cleanliness, attractiveness, credibility, knowledge, responsiveness, friendliness, and helpfulness of the person assisting them. The correct answer, A and D, refers to the qualities of being clean and attractive.Rate this question:
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- 9.
Choose the answer that shows some ways you can pay special attention to your customers.
- A.
Smile!, Keep it polite, but natural, Take ownership of problems and serve as a liaison
- B.
Ignore the customer until they go away.
- C.
Cross your arms and roll your eyes at the customer
- D.
A,E
- E.
Use customers’ names, Be aware of trigger words that might set you off ,
Correct Answer
D. A,EExplanation
The correct answer is A,E. This answer suggests some ways to pay special attention to customers. It mentions using customers' names and being aware of trigger words that might set you off. These actions show a personalized approach and sensitivity towards customers' needs and concerns.Rate this question:
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- 10.
Making a good first impression is important because...
- A.
Loss of credibility – yours and the company’s, Customer decision not to do business with you, and perhaps not to do business with the organization, You depreciate as an asset to the company, You have to swim hard to get out of the hole you dug and win the customer back
- B.
A customer might give you a present.
- C.
You might win the lottery.
- D.
You could be sent home.
- E.
None of the above.
Correct Answer
A. Loss of credibility – yours and the company’s, Customer decision not to do business with you, and perhaps not to do business with the organization, You depreciate as an asset to the company, You have to swim hard to get out of the hole you dug and win the customer backExplanation
Making a good first impression is important because it can lead to a loss of credibility for both yourself and the company. If a customer has a negative first impression, they may decide not to do business with you and possibly not with the organization as a whole. Additionally, a poor first impression can cause you to depreciate as an asset to the company, as you will have to work hard to regain the customer's trust and win them back.Rate this question:
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- 11.
Why should you pay special attention to all of your customers?
- A.
Customers have more choices of where to buy than ever before.
- B.
Service expectations are higher than ever before.
- C.
Customers are far more informed than in the past and the internet has opened a world-wide market.
- D.
All of the above.
- E.
None of the above.
Correct Answer
D. All of the above.Explanation
All of the given reasons highlight the importance of paying special attention to all customers. The fact that customers have more choices of where to buy means that businesses need to work harder to attract and retain customers. Higher service expectations require businesses to provide excellent customer service in order to meet and exceed these expectations. The internet has made information readily available to customers, making them more informed and empowered in their purchasing decisions. Therefore, paying special attention to all customers is crucial in order to stay competitive and meet the evolving demands of the market.Rate this question:
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