Customer Service For Team Leaders

10 Questions

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Customer Service Quizzes & Trivia

It's time to look at customer service from a different point of view!


Questions and Answers
  • 1. 
    Corporations of all sizes brag that their employees are empowered to solve customer problems...but giving employees the authority is not the same as giving employees the power. Employees have always had tremendous power to please or displease their customers. Even if you give employees the authority to use their power to please customers there is no guaranty the employees will use it.  Some people are simply not comfortable stepping out of the box, taking moderate risks to creatively solve customer problems. About 15% of the population love working with customers and solving their problems. We call these people Service Naturals. it is their nature to make people happy. Service Naturals will do whatever possible to satisfy their customers whether or not the boss sets a good example or creates a workplace where it is safe to creatively solve customer problems.
  • 2. 
    Which of the following statements true?
    • A. 

      We want ten percent of our customers to be large accounts.

    • B. 

      Only designated employees have the power to terminate our relationship with large accounts.

    • C. 

      Every employee has the authority to fire a key customer.

    • D. 

      Every employee has the power to ruin a relationship with a key customer.

  • 3. 
    Click to play the video.
  • 4. 
    Over-training is one of the causes of poor customer service.
    • A. 

      True

    • B. 

      False

  • 5. 
    Hiring Service Naturals will make a  huge difference in the quality of your customer service.
    • A. 

      True

    • B. 

      False

  • 6. 
    Choose the best answer.
    • A. 

      Miscast employees refers to putting an employee into a position for which he is not suited.

    • B. 

      Indifferent leadership refers to leaders who are not respected.

    • C. 

      Antagonistic systems create confusion but save money over the long haul.

  • 7. 
    The second cause of poor customer service is indifferent leadership.  If the leader is unsure or worse, uninterested in delivering great customer service, the team is not likely to have a great example to follow and there is no doubt that a great personal example is the most important factor in customer service.
  • 8. 
    Customer Service 1b
  • 9. 
    Satisfied customers are pleased with the moment.  Loyal customers are pleased with the relationship.  The most important difference between customers who are loyal and those who are merely satisfied is this: loyal customers are resistant to change.
  • 10. 
    Who is most likely to try a special offer by one of your competitors?
    • A. 

      Your satisfied customers.

    • B. 

      Your loyal customers.

    • C. 

      Research says both are the same.

    • D. 

      Neither will switch.

  • 11. 
    Loyal customers are likely to spend more than satisfied customers.
    • A. 

      There is no statistical evidence to support that claim.

    • B. 

      That is true.

    • C. 

      Loyal customers spend more per visit but they visit less often.

  • 12. 
    The average customer will switch after 1.8 instances of poor service. Which kind of customer will be less likely to switch after enduring a service disaster?
    • A. 

      Loyal customers..

    • B. 

      Satisfied customers.

    • C. 

      Most customers will tolerate nearly four instances of poor service before switching.

    • D. 

      Satisfied customers because they are just naturally satisfied.

  • 13. 
    Uncertain leadership is not good because...
    • A. 

      They are less likely to set a good example.

    • B. 

      They are unaware of the mission statement of the organization.

    • C. 

      They are not easily trained.

    • D. 

      All are equally important

  • 14. 
    Which answer below is true?
    • A. 

      Rude customers cause poor service..

    • B. 

      Insufficient staff is a cause of poor service.

    • C. 

      If you pay servers more they will be friendly.

  • 15. 
    When building a strong service team, great hiring is better than great training.
    • A. 

      True

    • B. 

      False