Managing For Service Excellence Test

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1/71 Questions

Apologize to the customer even if the fault was done by another staff.
- True
- False

About This Quiz

Answer all questions within a given time.
Choose the correct answer.

Managing For Service Excellence Test - Quiz

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2.

CRM stands for:
- Customers Rarely Matter
- Can’t Remember Much
- Communicating Random Meaning
- Customers Rudimentarily Managed
- Customer Relationship Management
Correct Answer

A. Customer Relationship Management

Explanation

The correct answer is Customer Relationship Management. CRM refers to the practice of managing and organizing customer interactions and relationships. It involves using technology and strategies to improve customer satisfaction, retention, and loyalty. CRM systems help businesses track customer data, analyze customer behavior, and provide personalized experiences. By implementing CRM, businesses can effectively manage their customer relationships, enhance communication, and ultimately drive growth and profitability.

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1
3.

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
Correct Answer

A. True

Explanation

When you answer a call and the customer really needs to resolve the issue with another department, it is your responsibility to make sure the customer reaches someone who can help. This means that as a customer service representative, it is your duty to transfer the call or provide the necessary information to the appropriate department or person who can assist the customer in resolving their issue. This ensures that the customer's needs are met and their issue is resolved efficiently and effectively.

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4.

The best reward for your customer service representatives is:
- Earplugs and punching bags
- Valium or other mind-numbing drugs
- Recognition and appreciation on your part
- Anger management seminars
Correct Answer

A. Recognition and appreciation on your part

Explanation

Recognition and appreciation on your part is the best reward for customer service representatives because it acknowledges their hard work and dedication. It boosts their morale and motivation, leading to increased job satisfaction and productivity. By recognizing their efforts, you create a positive work environment that fosters loyalty and encourages them to continue providing excellent customer service. This reward also helps in building a strong and cohesive team, as employees feel valued and respected. It is a cost-effective way to show gratitude and can have a significant impact on employee engagement and retention.

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5.

Customers who complain:
- Had unhappy childhoods
- Are genetically predisposed to be sourpusses
- Have trouble in their primary relationships
- Are doing you a service in identifying what isn’t working in your business or organization
Correct Answer

A. Are doing you a service in identifying what isn’t working in your business or organization

Explanation

Customers who complain are doing you a service in identifying what isn't working in your business or organization. When customers take the time to voice their complaints, it provides valuable feedback that can help identify areas of improvement. By addressing and resolving these complaints, businesses can enhance their products or services, improve customer satisfaction, and ultimately strengthen their overall operations. Complaints serve as an opportunity for businesses to learn and grow, ensuring better customer experiences in the future.

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6.

Customers are more easily satisfied if their expectations are effectively managed.
- True
- False
Correct Answer

A. True

Explanation

When customers' expectations are effectively managed, it means that their needs and desires are understood and met to a satisfactory level. This can be achieved through clear communication, setting realistic expectations, and delivering on promises. By effectively managing expectations, customers are more likely to feel valued and their satisfaction levels are increased. Conversely, if expectations are not managed well, customers may feel disappointed or let down, leading to lower satisfaction levels. Therefore, the statement "Customers are more easily satisfied if their expectations are effectively managed" is true.

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7.

After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business.
- True
- False
Correct Answer

A. True

Explanation

Contacting a customer after resolving their complaint shows proactive customer service. It demonstrates that you care about their satisfaction and value their business. By reaching out to them, you not only ensure their satisfaction but also show gratitude for their continued support. This personal touch can leave a positive impression on the customer, making them feel valued and impressed with your customer service.

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8.

You should greet and say the company's name when you answer the phone
- True
- False
Correct Answer

A. True

Explanation

When answering the phone, it is considered good etiquette to greet the caller and mention the name of the company. This helps in establishing a professional and friendly tone for the conversation. It also ensures that the caller knows they have reached the correct company and can expect assistance from the right person. By greeting and stating the company's name, it sets a positive impression and shows professionalism in customer service.

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9.

We must put ourselves in the customers' point of view if they lodge a complaint.
- True
- False
Correct Answer

A. True

Explanation

To effectively address customer complaints, it is crucial to empathize and understand their perspective. By putting ourselves in the customers' point of view, we can gain insights into their concerns, frustrations, and expectations. This allows us to respond with empathy, provide appropriate solutions, and improve the overall customer experience. Therefore, the statement "We must put ourselves in the customers' point of view if they lodge a complaint" is true.

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10.

Customers who complain want . . .
- Something for nothing
- To be heard and have their experience validated
- To vent for the sport of it
- To be made majority shareholders in the company
Correct Answer

A. To be heard and have their experience validated

Explanation

Customers who complain want to be heard and have their experience validated. When customers complain, they are expressing their dissatisfaction or frustration with a product or service. They want their concerns to be acknowledged and taken seriously by the company. By listening to their complaints and validating their experiences, the company can show that they value their customers and are committed to resolving any issues. This can help to build trust and loyalty with the customers, and potentially turn their negative experience into a positive one.

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1
11.

A Call Center is defined as:
- The midpoint in duration of a telephone call
- A revenue sink hole
- A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
- A location where complaints and problems are converted into successful saves for your customers and your company
Correct Answer

A. A location where complaints and problems are converted into successful saves for your customers and your company

Explanation

The correct answer is "A location where complaints and problems are converted into successful saves for your customers and your company." This explanation accurately describes the purpose and function of a call center. Call centers are specifically designed to handle customer complaints and problems, with the goal of resolving these issues and ensuring customer satisfaction. By effectively addressing customer concerns, call centers can help retain customers and improve the reputation and success of the company.

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12.

What should the customer service representative do when a customer is yelling?
- Yell back at them
- Not respond and hang up
- Sound anxious
- Keep a calm, lower tone to calm the customer down
Correct Answer

A. Keep a calm, lower tone to calm the customer down

Explanation

When a customer is yelling, the customer service representative should keep a calm, lower tone to calm the customer down. This approach helps to de-escalate the situation and show the customer that their concerns are being taken seriously. Yelling back at the customer will only escalate the situation further and is not a professional or effective response. Not responding and hanging up would be rude and unhelpful. Sounding anxious may also exacerbate the customer's frustration. Therefore, maintaining a calm and composed demeanor is the most appropriate course of action in this situation.

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13.

What is the importance of consistency while offering customer service to different people?
- Not important – Customers only know what they experience and can not compare the service they get with that offered to others.
- Very important – Customers expect a consistent level of service when dealing with a company.
- Important only for large companies, not for small ones
- Important only for small firms since they rely on customer referrals
Correct Answer

A. Very important – Customers expect a consistent level of service when dealing with a company.

Explanation

Consistency is important while offering customer service to different people because customers expect a consistent level of service when dealing with a company. This means that regardless of who the customer is, they should receive the same quality of service and have the same positive experience. Consistency builds trust and loyalty among customers, as they know what to expect from the company. It also helps to establish the company's reputation and differentiate it from competitors. Therefore, maintaining a consistent level of service is crucial for customer satisfaction and overall success of the business.

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14.

There is nothing more important than the very first impression made by an employee with both internal and external customers.
- True
- False
Correct Answer

A. True

Explanation

The statement is true because the first impression made by an employee can greatly impact the perception and satisfaction of both internal and external customers. A positive first impression can build trust, credibility, and positive relationships, leading to better communication, collaboration, and customer satisfaction. On the other hand, a negative first impression can create doubt, mistrust, and dissatisfaction, potentially damaging relationships and hindering effective communication and collaboration. Therefore, it is crucial for employees to make a positive and lasting first impression to ensure positive interactions and relationships with customers.

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15.

We often define communication as a two way process, one of sending and receiving. There is an additional component of this process and that is feedback.
- True
- False
Correct Answer

A. True

Explanation

Communication is indeed a two-way process involving both sending and receiving information. However, the presence of feedback is also crucial in this process. Feedback allows for the sender to receive information about the effectiveness of their message and make necessary adjustments. It ensures that the message is understood correctly and helps in maintaining effective communication. Therefore, the statement "There is an additional component of this process and that is feedback" is true.

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16.

A supervisor may criticize an employee in order to:
- Show an employee who is the boss
- Feel good about themselves
- Assist that employee in understanding a better or more effective way to do something
- Ensure the employee knows exactly who the persons are in their chain-of-command
Correct Answer

A. Assist that employee in understanding a better or more effective way to do something

Explanation

A supervisor may criticize an employee in order to assist that employee in understanding a better or more effective way to do something. Criticism, when given constructively, can help the employee identify areas for improvement and provide guidance on how to enhance their performance. By offering feedback and suggesting alternative approaches, the supervisor aims to support the employee's professional growth and development. This approach focuses on the employee's improvement rather than asserting authority or boosting the supervisor's ego.

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17.

If I saw a co-worker that needed help I would:
- Wait until they ask me for help.
- Go right over and begin helping.
- Continue with what I was working on.
- Wait until my supervisor asks me to help.
Correct Answer

A. Go right over and begin helping.

Explanation

The correct answer is to go right over and begin helping. This is the most proactive and helpful approach to take when seeing a co-worker in need. Waiting until they ask for help may delay the assistance they require, and continuing with one's own work or waiting for a supervisor to ask for help shows a lack of initiative and teamwork. By immediately offering assistance, one can demonstrate their willingness to support their colleagues and contribute to a positive work environment.

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18.

Argue with the customer. Stand for your right.
- True
- False
Correct Answer

A. False

Explanation

This statement is suggesting that arguing with the customer and standing up for one's rights is not the correct approach. It is important to maintain a professional and respectful attitude towards customers, even in difficult situations. Engaging in arguments can escalate the situation and damage the relationship with the customer. Instead, it is better to focus on finding a solution and addressing the customer's concerns in a calm and polite manner.

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19.

Feedback by clients or customers is not important.
- True
- False
Correct Answer

A. False

Explanation

The statement "Feedback by clients or customers is not important" is incorrect. Feedback from clients or customers is crucial for any business as it helps in understanding their needs, improving products or services, and building customer loyalty. It provides valuable insights into the satisfaction level of customers and helps in identifying areas for improvement. Ignoring customer feedback can lead to a decline in customer satisfaction and ultimately harm the business.

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20.

Over commitment is one of the biggest mistakes people make when dealing with customers.
- True
- False
Correct Answer

A. True

Explanation

Over commitment is indeed one of the biggest mistakes people make when dealing with customers. When individuals or businesses promise more than they can deliver, it leads to unmet expectations, dissatisfaction, and loss of trust. By overpromising and underdelivering, customers may feel deceived or misled, resulting in negative experiences and potential damage to the relationship. Therefore, it is crucial to set realistic expectations and only commit to what can be feasibly achieved to ensure customer satisfaction and maintain trust.

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21.

Customer Care is:
- A managed care medical program for customers
- A philosophy wherein the customer is wrapped in service even before a problem arises
- A nifty alliterative phrase that looks good in company brochures
- A new program where customers care for themselves
Correct Answer

A. A philosophy wherein the customer is wrapped in service even before a problem arises

Explanation

Customer Care is a philosophy wherein the customer is wrapped in service even before a problem arises. This means that the focus is on providing excellent service and support to customers proactively, anticipating their needs and addressing any potential issues before they become problems. It emphasizes the importance of putting the customer first and ensuring their satisfaction throughout their entire experience with the company. This approach helps build strong relationships with customers and fosters loyalty and trust.

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22.

An effective way to approach a problem is:
- Complain to the supervisor
- Offer a reasonable alternative solution to your customer or supervisor
- Ignore the customer's odd requests
- Listen attentively and then pass it on to the boss
Correct Answer

A. Offer a reasonable alternative solution to your customer or supervisor

Explanation

The correct answer is to offer a reasonable alternative solution to your customer or supervisor. This approach demonstrates problem-solving skills and a willingness to find a solution. It shows that you are proactive and focused on meeting the needs of the customer or supervisor. By offering an alternative solution, you are showing initiative and taking responsibility for finding a resolution to the problem at hand. This approach fosters effective communication and collaboration, leading to a positive outcome.

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23.

What should be the ultimate goal of problem solving with the customer?
- To save the company money
- To get them off the phone quickly
- To get referrals to other customers
- To make them happy
Correct Answer

A. To make them happy

Explanation

The ultimate goal of problem solving with the customer should be to make them happy. This means addressing their concerns and finding a satisfactory solution that meets their needs. By prioritizing customer satisfaction, a company can build loyalty, improve customer retention, and ultimately drive business growth.

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24.

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

A. True

Explanation

Offering a sincere apology to upset customers can often help in calming them down. Apologizing shows empathy and acknowledgement of their concerns, which can help in defusing their anger or frustration. It demonstrates that the company or individual takes responsibility for any mistakes or issues that may have occurred, and is willing to make amends. A sincere apology can also help in rebuilding trust and maintaining a positive customer relationship. Therefore, it is likely that most upset customers will calm down when a sincere apology is offered.

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25.

When dealing with a difficult customer it is important to remember___________.
- (a) To not take it personally
- (b) To use positive self-talk
- Both (a) and (b) above
- None of these
Correct Answer

A. Both (a) and (b) above

Explanation

When dealing with a difficult customer, it is important to remember not to take it personally and to use positive self-talk. This means that instead of getting defensive or upset, it is crucial to maintain professionalism and not let the customer's behavior affect one's own emotions. Additionally, using positive self-talk can help in staying calm and focused, which can ultimately lead to a more effective resolution of the situation.

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26.

Customer Service Culture is
- A new form of yogurt where the lid removes itself for you
- Behavior being analyzed in a Petrie dish for contagions
- An environment where customer service permeates the thinking of the entire company
- A mythical civilization in which everyone smiles and welcomes you when they meet
Correct Answer

A. An environment where customer service permeates the thinking of the entire company

Explanation

The correct answer is an environment where customer service permeates the thinking of the entire company. This means that customer service is not just a department or a specific task, but it is ingrained in the mindset and values of every member of the company. It is a culture that prioritizes and emphasizes the importance of providing excellent customer service in every aspect of the business. This includes not only interactions with customers, but also in product development, problem-solving, and decision-making.

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27.

When having a disagreement, I typically:
- Lower my voice to an ominous whisper.
- Maintain a normal voice level.
- Raise my voice slightly.
- Raise my voice level markedly.
Correct Answer

A. Maintain a normal voice level.

Explanation

The correct answer is to maintain a normal voice level. This suggests that the person does not resort to extreme measures such as whispering ominously or raising their voice significantly when they disagree with someone. Instead, they prefer to communicate their disagreement in a calm and composed manner, which is generally considered more effective in resolving conflicts and maintaining healthy relationships.

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28.

Which of the following is a customer need?
- Premium pricing
- Experienced management
- Friendly customer service
- Growing financial performance
Correct Answer

A. Friendly customer service

Explanation

Friendly customer service is a customer need because it refers to the desire of customers to be treated with kindness, respect, and attentiveness during their interactions with a company. Customers value friendly customer service because it enhances their overall experience, builds trust and loyalty, and makes them feel valued and appreciated. When a company provides friendly customer service, it creates a positive and enjoyable interaction for customers, which can lead to customer satisfaction, repeat business, and positive word-of-mouth recommendations.

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29.

Why should a firm say they are sorry even if they feel the customer is wrong?
- The firm can later tell the customer he/she was actually the wrong one, after he/she has calmed down.
- The firm should always take the blame and learn from it.
- The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.
- They can later put the blame on a third party.
Correct Answer

A. The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.

Explanation

Apologizing to the customer, even if the firm believes they are wrong, is important because the main goal should be to find a solution that satisfies the customer and resolves the issue. The focus should not be on assigning blame but rather on understanding the customer's perspective and addressing their concerns. By apologizing and showing empathy, the firm can maintain a good relationship with the customer and work towards a mutually beneficial resolution.

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30.

Which of the following would a customer not expect from a customer service agent?
- Discretion
- Rudeness
- Effectiveness
- Authenticity
Correct Answer

A. Rudeness

Explanation

A customer would not expect rudeness from a customer service agent. Rudeness goes against the principles of good customer service, which is centered around providing assistance and resolving issues in a polite and respectful manner. Customers expect agents to be courteous, patient, and understanding, as they are seeking help or solutions to their problems. Rudeness can lead to a negative customer experience, damage the company's reputation, and potentially result in the loss of the customer. Therefore, it is crucial for customer service agents to prioritize professionalism and maintain a positive attitude when interacting with customers.

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31.

Where should firms start while working on a strategy for customer service?
- Survey the customers to get their feedback and to find out their needs and expectations of the firm.
- Copy what the competition is doing.
- Ask the employees what strategies they want to be implemented.
- Look for the standard customer service strategy employed in the country of operation.
Correct Answer

A. Survey the customers to get their feedback and to find out their needs and expectations of the firm.

Explanation

Firms should start by surveying their customers to understand their needs and expectations. This will help them tailor their customer service strategy to meet these requirements, ensuring customer satisfaction and loyalty. By directly asking customers for feedback, firms can gain valuable insights into areas that need improvement and identify opportunities for enhancing the overall customer experience. This approach allows firms to take a customer-centric approach to their strategy, rather than simply copying competitors or relying on internal assumptions.

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2
32.

What should be the first thing to be done in problem solving?
- Tell the customer they will get whatever they want.
- Verify the information the customer has provided and any additional facts if required.
- Tell the customer you’ll see what you can do but not to expect much.
- Look for errors in the customer’s story.
Correct Answer

A. Verify the information the customer has provided and any additional facts if required.

Explanation

The first thing to be done in problem solving is to verify the information the customer has provided and any additional facts if required. This step is important to ensure that the problem is fully understood and all relevant information is gathered. By verifying the information, it helps in identifying any errors or inconsistencies in the customer's story, which can then be addressed and resolved effectively.

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33.

Which of the following will be a potential segmenting factor for the customers?
- Age group
- Country/Region
- The industry they work in
- All of the above
Correct Answer

A. All of the above

Explanation

All of the options listed (age group, country/region, and industry) can be potential segmenting factors for customers. Age group can help in targeting specific age demographics with tailored marketing messages. Country/region can be useful for understanding cultural differences and preferences in order to customize products or services accordingly. The industry they work in can provide insights into specific needs and preferences of customers in different industries, allowing for targeted marketing strategies. Therefore, all of these factors can be used to segment customers effectively.

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34.

When conversing with clients who have a less extensive vocabulary (e.g. lower education level):
- I brush them off - I just wouldn't have the patience to carry on.
- I become very impatient and it's probably obvious.
- I become impatient and it may show.
- I may become impatient but I try not to let on.
- I adjust my speech to their level.
Correct Answer

A. I adjust my speech to their level.

Explanation

When conversing with clients who have a less extensive vocabulary or lower education level, it is important to adjust one's speech to their level. This means using simpler language and avoiding complex terminology or jargon that they may not understand. By doing so, it helps to ensure effective communication and avoids any potential confusion or frustration on their part. It also shows respect and understanding towards the clients, making them feel more comfortable and valued in the conversation.

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35.

What final step can be taken to put your firm’s customer service above that of all others?
- Offer to refund more than the product value.
- Let customers know what the standard procedure for handling irate customers is up front.
- Follow up with customers after the fact to make sure they are happy with the resolution.
- Give the customers time to cool off by asking them to call back later.
Correct Answer

A. Follow up with customers after the fact to make sure they are happy with the resolution.

Explanation

Following up with customers after resolving their issues is an effective way to put your firm's customer service above that of all others. This step shows that you genuinely care about the customer's satisfaction and value their feedback. By checking in with them, you can ensure that the resolution met their expectations and address any lingering concerns. This proactive approach demonstrates a commitment to excellent customer service and can help build long-term relationships with customers.

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1
36.

What would perfect customer relationship management entail?
- Saving the company money
- Immediate customer gratification and personalized interactions with each customer
- Reducing the call times of customer complaints
- Increased visibility into the financial situation of the company
Correct Answer

A. Immediate customer gratification and personalized interactions with each customer

Explanation

Perfect customer relationship management would involve providing immediate customer gratification and personalized interactions with each customer. This means understanding and meeting the needs and expectations of each individual customer in a timely manner, ensuring their satisfaction and building strong relationships. It goes beyond just resolving customer complaints and also focuses on creating positive experiences and interactions that are tailored to each customer's preferences and requirements. This approach ultimately leads to increased customer loyalty, retention, and ultimately, business success.

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37.

You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him?
- I'd work with him for as long as it takes.
- 10 minutes or so; I'd go through it once as quickly as possible and then hang up.
- About half an hour; I'd make sure he understands at least the basics.
- None at all; I'd get frustrated the first time he says "I don't understand."
Correct Answer

A. I'd work with him for as long as it takes.

Explanation

The correct answer suggests that the person would be patient and willing to spend as much time as needed to help their computer illiterate friend set up their Internet connection. This answer demonstrates a helpful and supportive attitude, showing that the person is committed to ensuring their friend understands the process, regardless of the time it may take.

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2
38.

When a customer calls for technical support, its realistic to require them to explain the problem in highly technical language.
- True
- False
Correct Answer

A. False

Explanation

It is not realistic to require customers to explain the problem in highly technical language when they call for technical support. Most customers are not familiar with technical jargon and may have difficulty articulating their issues in such language. It is the responsibility of the technical support representative to understand and communicate with the customer in a way that is easily understandable for them. Therefore, the statement is false.

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39.

Why would a company want to know the profitability and sales history of customers?
- They would automatically drop the lowest 10% of customers.
- They can ask the higher sales clients to act as representatives of the company.
- It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.
- They can find out who owes the company money.
Correct Answer

A. It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.

Explanation

Knowing the profitability and sales history of customers allows a company to understand their buying habits and preferences. This information can be used to effectively direct marketing campaigns towards specific customer segments, increasing the chances of success and maximizing sales. By tailoring marketing messages and offers to match customer preferences, the company can achieve higher conversion rates and customer loyalty. Additionally, understanding customer profitability helps the company identify which customers are most valuable and prioritize resources accordingly.

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40.

You should tell the customer if he/she is at fault
- True
- False
Correct Answer

A. False

Explanation

The statement "You should tell the customer if he/she is at fault" is false. As a customer service representative, it is important to remain professional and courteous when dealing with customers. Blaming or accusing the customer of being at fault can lead to a negative experience and damage the customer-business relationship. Instead, it is more effective to focus on finding a solution and addressing the issue at hand without assigning blame.

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41.

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

A. False

Explanation

It is not necessarily important to hang up right away when dealing with an abusive customer on the phone. While it may be tempting to end the call, it is important to remain calm and professional in these situations. Hanging up abruptly can escalate the situation and may not provide a resolution to the problem. Instead, it is recommended to listen actively, empathize with the customer, and try to find a solution or escalate the call to a supervisor if necessary.

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42.

What is the first thing that you should do when making eye contact with a customer?
- Say hello
- Smile
- Ask if you can be of assistance
- Refer them to the manager
Correct Answer

A. Smile

Explanation

When making eye contact with a customer, the first thing you should do is smile. Smiling is a universal sign of friendliness and warmth, and it helps to create a positive first impression. It shows the customer that you are approachable and ready to assist them if needed. Smiling also helps to establish a rapport with the customer, making them feel more comfortable and valued. By smiling, you are setting a positive tone for the interaction and signaling that you are ready to provide excellent customer service.

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43.

What is the service industry’s number one priority?
- Return on investment to shareholders
- Customer service
- Developing the needs of customer
- Growth opportunities for employees
Correct Answer

A. Customer service

Explanation

The service industry's number one priority is customer service. This means that their main focus is on providing excellent service to their customers and ensuring their satisfaction. By prioritizing customer service, companies aim to build strong relationships with their customers, increase customer loyalty, and ultimately drive business growth.

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44.

When a misunderstanding happens with a co-worker you should:
- (a) Be honest and admit there is a problem
- (b) Work together to come up with solutions
- (c) Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
- Both (a) and (b)
- Both (b) and (c)
- Both (a) and (c)
Correct Answer

A. Both (a) and (b)

Explanation

When a misunderstanding happens with a co-worker, it is important to be honest and admit that there is a problem. This helps in acknowledging the issue and taking responsibility for any role one might have played in the misunderstanding. Additionally, working together with the co-worker to come up with solutions is crucial. This collaborative approach promotes open communication, understanding, and finding common ground to resolve the misunderstanding. Avoiding the co-worker and talking to everyone else about the problem only escalates the situation and creates a negative work environment. Therefore, both being honest and admitting the problem and working together to find solutions are the appropriate actions to take in such a situation.

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45.

It is important to make eye contact with a customer because?
- Eye contact is natural
- Eye contact is not important
- Eye contact reassures customers that your attention is focused on them
- Eye contact is common courtesy and it shows your willingness to serve
Correct Answer

A. Eye contact reassures customers that your attention is focused on them

Explanation

Making eye contact with a customer is important because it reassures them that their needs and concerns are being acknowledged and that the attention is solely on them. It shows a level of respect and engagement, indicating that you are actively listening and ready to assist. Eye contact is a form of nonverbal communication that establishes a connection and builds trust between the customer and the service provider. It also demonstrates a willingness to serve and provide excellent customer service.

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46.

A person is telling you a story, but taking forever to get to the point. What do you do?
- I let him/her finish the story without interrupting, but can't help glancing at my watch.
- I ask him/her to get to the point of the story.
- I let him/her finish the story, without interrupting.
- I interrupt by asking, "Does this story have a point?"
Correct Answer

A. I let him/her finish the story, without interrupting.

Explanation

The given correct answer suggests that the person should let the storyteller finish their story without interrupting. This implies that the person is patient and respectful, allowing the storyteller to share their narrative in its entirety. Although the person may be aware of the time and glance at their watch, they choose not to interrupt and instead give the storyteller the opportunity to conclude their story naturally.

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47.

What is the first step in dealing with a customer when he/she is irate?
- Tell him/her to be quiet and listen.
- Tell him/her to call back when he/she has calmed down.
- Ask the customer what can be done to solve the problem.
- Let the customer give vent to his/her feelings and do not try to interrupt him/her.
Correct Answer

A. Let the customer give vent to his/her feelings and do not try to interrupt him/her.

Explanation

The first step in dealing with an irate customer is to let them express their feelings and not interrupt them. This allows the customer to feel heard and understood, and it can help diffuse their anger. Interrupting the customer or telling them to be quiet may escalate the situation further. Asking the customer what can be done to solve the problem can come after they have calmed down and expressed their concerns.

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48.

An external customer ___________ while an internal customer is/are ___________.
- Are the people who buy your company's products or services; are the people who work within your company.
- Are the people who work within your company; are the department heads of each section.
- Are the people who work within your company; are the customers
- Are the people who buy your company's products or services; are the customers
Correct Answer

A. Are the people who buy your company's products or services; are the people who work within your company.

Explanation

An external customer refers to the individuals or organizations who purchase a company's products or services. On the other hand, an internal customer refers to the people who work within the company and rely on the products, services, or support provided by other departments or colleagues within the organization.

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49.

Closed questions are used to _____________________
- Get specific information from the customer
- Draw the customer into a conversation
- Begin with words like "what", "how" and "why"
- Are used whey you need a lengthy explanation from a customer
Correct Answer

A. Get specific information from the customer

Explanation

Closed questions are used to get specific information from the customer. These types of questions typically require a short and precise answer, limiting the customer's response to a specific set of options or a simple "yes" or "no." Closed questions are effective in gathering specific details or facts from the customer, allowing the conversation to remain focused and efficient.

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Mar 21, 2023

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Dec 05, 2016

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Managing For Service Excellence Test

Apologize to the customer even if the fault was done by another staff.

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CRM stands for:

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.

The best reward for your customer service representatives is:

Customers who complain:

Customers are more easily satisfied if their expectations are effectively managed.

After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business.

You should greet and say the company's name when you answer the phone

We must put ourselves in the customers' point of view if they lodge a complaint.

Customers who complain want . . .

A Call Center is defined as:

What should the customer service representative do when a customer is yelling?

What is the importance of consistency while offering customer service to different people?

There is nothing more important than the very first impression made by an employee with both internal and external customers.

We often define communication as a two way process, one of sending and receiving. There is an additional component of this process and that is feedback.

A supervisor may criticize an employee in order to:

If I saw a co-worker that needed help I would:

Argue with the customer. Stand for your right.

Feedback by clients or customers is not important.

Over commitment is one of the biggest mistakes people make when dealing with customers.

Customer Care is:

An effective way to approach a problem is:

What should be the ultimate goal of problem solving with the customer?

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

When dealing with a difficult customer it is important to remember___________.

Customer Service Culture is

When having a disagreement, I typically:

Which of the following is a customer need?

Why should a firm say they are sorry even if they feel the customer is wrong?

Which of the following would a customer not expect from a customer service agent?

Where should firms start while working on a strategy for customer service?

What should be the first thing to be done in problem solving?

Which of the following will be a potential segmenting factor for the customers?

When conversing with clients who have a less extensive vocabulary (e.g. lower education level):

What final step can be taken to put your firm’s customer service above that of all others?

What would perfect customer relationship management entail?

You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him?

When a customer calls for technical support, its realistic to require them to explain the problem in highly technical language.

Why would a company want to know the profitability and sales history of customers?

You should tell the customer if he/she is at fault

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

What is the first thing that you should do when making eye contact with a customer?

What is the service industry’s number one priority?

When a misunderstanding happens with a co-worker you should:

It is important to make eye contact with a customer because?

A person is telling you a story, but taking forever to get to the point. What do you do?

What is the first step in dealing with a customer when he/she is irate?

An external customer ___________ while an internal customer is/are ___________.

Closed questions are used to _____________________

An external customer _ while an internal customer is/are _.