How To Resolve Customer Complaints

12 Questions | By Mitzib | Last updated: Mar 21, 2022 | Total Attempts: 2245

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Quiz for new hires on customer service practices

Questions and Answers

1.

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
2.

Who directly helps customers with their needs?
- A.
  
  Only supervisors
- B.
  
  The CEO
- C.
  
  The nurse
- D.
  
  I do
- E.
  
  Nobody cares what the customer needs
3.

Customers reactions are based on your ability to ...
- A.
  
  Establish rapport
- B.
  
  A, C, and D
- C.
  
  Build your credibility
- D.
  
  Instill trust
- E.
  
  Making the customer angry
4.

What are 2 ways that show why "neutral" is really a negative perception? (check all that apply)
- A.
  
  Customers should be "okay" with neutral service
- B.
  
  Neutral service does not create lifelong customers
- C.
  
  Nobody rushes back for "okay" service
- D.
  
  There is no such thing as "excellent" customer service
- E.
  
  B and C
5.

Why do some employees make bad first impressions?
- A.
  
  Lack of training
- B.
  
  Too many demands on time and attention - overwhelmed
- C.
  
  Lack of commitment
- D.
  
  Feeling of powerlessness - lack of authority to make customer-centered decisions
- E.
  
  All of the above
6.

What should you do when a customer is very angry?
- A.
  
  Argue with the customer until the customer sees it your way.
- B.
  
  Use words that assure the customer
- C.
  
  Talk down to the customer then roll your eyes and walk away
- D.
  
  Point out what you know to be true and offer choices when you can't get the answer on the spot
- E.
  
  B and D
7.

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.
  
  Tell them there is nothing that you want to do for them even if you could.
- C.
  
  Apologize without accepting wrongful blame. Ask how they want you to resolve the issue. Tell them what you can do and what you cannot do. Get to a win-win.
- D.
  
  A and C
- E.
  
  Make a promise with no intention of following through
8.

Complaints from customers are useless.
- A.
  
  True
- B.
  
  False
9.

What are the Seven-Eleven rules of customer service? Within seven seconds of meeting you, customers form eleven impressions based on your:
- A.
  
  Clelanliness, attractiveness, credibility, knowledge, responsiveness, friendliness, helpfulness
- B.
  
  A and D
- C.
  
  Dopey, Grumpy, Doc, Happy, Bashful, Sneezy, Sleepy
- D.
  
  Willingness or effort to be understanding, courtesy, confidence, and professionalism
- E.
  
  None of the above
10.

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 -- pretend that you don't hear them and maybe they will go away.
- C.
  
  Cross your arms and put your game face on.
- D.
  
  Use the customer's name. Be aware of trigger words and body language that might set you off.
- E.
  
  A and D
11.

Making a good first impression is important because ...
- A.
  
  A customer might give you a present.
- B.
  
  You might get sent home if you don't.
- C.
  
  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 and you have to swim hard to get out of the hole you dug and win the customer back.
- D.
  
  You might win the lottery
- E.
  
  A and B
12.

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.