Advanced Customer Service Quiz #2

What knowledge and support do you needed to Provide exceptional Customer Service?

Which is NOT a way to create a Memorable experience

Greeting customers

Introducing yourself

Body language

Standing waiting for information

What are two types of communication in building Rapport (conversation)?

Verbal & Non verbal

Written and Verbal

Non-verbal and acation

None of the above

What is Bias?

A tendency to prefer one person or thing to another, and to favour that person or thing

Not based on or behaving according to the principles of equality and justice.

Not habitually or commonly occurring or done.

All of the above

Difference cannot be avoided but what matters is how the customer service employees are handling the customers and their colleagues?

True

False

It is normal to recognize that someone is African-American but it is bias to assume that because they are that way, they have certain characteristics and should not be allowed to do some things.

True

False

What are the effects of Bias?

. The negativity could ruin the business’ reputation and this will lead to loss of customers and consequently reduce sales and income.

Make the business grow

Makes the Business earn more money

Make the business expand and grow income

How can you detect Bias?

On the phone/from a friend

Letters/response

Social media/In person

None of the above

If you detect a worker disobeying your rules if the country saw it all over social media what must the company do to prevent Bias

Talk to the worker but let them continue to work

Have a meeting with the work

Suspend the worker pending a investigation and once found guilty fire them and send a Notice to the public

Make a public notice that the worker is not at fault

Do not do anything

What is compassion?

The provision of what is necessary for the health, welfare, maintenance, and protection of someone or something.

Sympathetic pity and concern for the sufferings or misfortunes of others.

Making sure of avoiding potential danger, mishap, or harm; cautious.

The condition of being protected from or unlikely to cause danger, risk, or injury.

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Advanced Customer Service Quiz #2

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