How To Resolve Customer Complaints
Quiz for new hires on customer service practices
- 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
Correct Answer
A. TrueExplanation
Customers typically see front line employees as the most important employees in a company. These employees are the face of the company and directly interact with customers, so their behavior and service quality greatly impact the customer experience. Direct supervisors also play a crucial role as they oversee the performance of front line employees and ensure that customer needs are met. While middle management, upper management, and the CEO have important roles in setting the direction and strategy of the company, their direct impact on the customer experience is relatively less significant compared to front line employees and direct supervisors. Therefore, the statement "Customers see the following in order as the most important employees in a company: Front line employees, direct supervisors, middle management, upper management, CEO" is true.Rate this question:
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- 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
Correct Answer
D. I doExplanation
The correct answer is "I do" because it implies that the person answering the question is directly involved in helping customers with their needs. This suggests that the person takes responsibility for assisting customers and ensuring their needs are met.Rate this question:
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- 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
Correct Answer
B. A, C, and DExplanation
Customers' reactions are influenced by the seller's ability to establish rapport, build credibility, and instill trust. Establishing rapport helps create a positive and comfortable relationship with the customer, making them more likely to engage and respond positively. Building credibility involves demonstrating knowledge, expertise, and reliability, which enhances the customer's confidence in the seller and their offerings. Instilling trust is crucial as it reassures the customer that their needs will be met and that the seller is dependable. Making the customer angry would have a negative impact on their reaction, so it is not a factor that contributes to positive customer responses.Rate this question:
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- 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
Correct Answer
E. B and CExplanation
The correct answer is B and C because neutral service does not create lifelong customers, and nobody rushes back for "okay" service. These two statements suggest that neutral service is not enough to satisfy customers and create a positive perception of the business. It implies that customers expect more than just being "okay" with the service, and they are more likely to become loyal and return if they receive excellent service rather than just neutral service.Rate this question:
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- 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
Correct Answer
E. All of the aboveExplanation
Some employees may make bad first impressions because they lack training, which means they may not have the necessary skills or knowledge to make a positive impression. Additionally, if employees are overwhelmed with too many demands on their time and attention, they may not be able to give their best during initial interactions. Lack of commitment can also contribute to a bad first impression, as employees who are not fully invested in their work may not prioritize customer satisfaction. Lastly, feeling powerless and lacking the authority to make customer-centered decisions can lead to employees not being able to effectively meet customer needs, resulting in a negative first impression.Rate this question:
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- 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
Correct Answer
E. B and DExplanation
When a customer is very angry, it is important to handle the situation with empathy and professionalism. Arguing with the customer will only escalate the situation further, so it is not a recommended approach. Instead, using words that assure the customer will help to calm them down and show that you understand their concerns. Additionally, pointing out what you know to be true and offering choices when you can't provide an immediate answer shows that you are proactive in finding a solution. Therefore, options B and D are the correct answers.Rate this question:
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- 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
Correct Answer
D. A and CExplanation
The explanation for the correct answer, A and C, is that giving angry customers special treatment by taking them aside to discuss the problem and apologizing without accepting wrongful blame are additional tips for dealing with angry customers. These actions show empathy and a willingness to resolve the issue, which can help defuse the customer's anger and lead to a win-win resolution. On the other hand, making a promise with no intention of following through can further escalate the situation and damage the customer's trust.Rate this question:
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- 8.
Complaints from customers are useless.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement that complaints from customers are useless is false. Complaints from customers are valuable feedback that can help a business identify and address issues, improve products or services, and enhance customer satisfaction. By listening to and addressing customer complaints, businesses can improve their operations and build stronger relationships with their customers.Rate this question:
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- 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
Correct Answer
B. A and DExplanation
The correct answer is A and D. This is because within seven seconds of meeting a customer, they form eleven impressions based on your cleanliness, attractiveness, credibility, knowledge, responsiveness, friendliness, and helpfulness. Additionally, the customer also forms impressions based on your willingness or effort to be understanding, courtesy, confidence, and professionalism.Rate this question:
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- 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
Correct Answer
E. A and DExplanation
The correct answer is A and D. This is because smiling and keeping it polite, while also using the customer's name and being aware of trigger words and body language, are all ways to pay special attention to customers. Taking ownership of problems and serving as a liaison shows that you are actively listening and trying to help the customer, while being aware of trigger words and body language helps in understanding their needs and providing a better customer experience.Rate this question:
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- 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
Correct Answer
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.Explanation
Making a good first impression is important because it determines the level of credibility both for the individual and the company. If a bad impression is made, the customer may decide not to do business with the individual or the organization, leading to potential loss of business. This can also result in a decrease in the individual's value as an asset to the company. In order to regain the customer's trust, significant effort and hard work will be required.Rate this question:
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- 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.
Correct Answer
D. All of the above.Explanation
In today's highly competitive market, customers have numerous options to choose from when making a purchase. This means that businesses need to pay special attention to all of their customers in order to retain them and prevent them from switching to a competitor. Additionally, service expectations have increased, and customers now demand a higher level of service and personalized experience. Moreover, with the advent of the internet, customers are more informed than ever before, allowing them to compare prices, read reviews, and make informed decisions. Therefore, paying special attention to all customers is essential to meet their expectations and stay ahead in the global market.Rate this question:
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