Customer Service
Customer Service Mastery Quiz
Test your knowledge of exceptional customer service practices with our engaging quiz! Whether you're a professional looking to refine your skills or a business owner aiming to enhance your team's service standards, this quiz is for you.
- 10 thought-provoking questions
- Understand the nuances of customer interactions
- Learn how to improve customer satisfaction
True or False, Customers see the following in order as the most important employees in a company? Front Line Employees, Direct Supervisors, Middle Management, Upper Management, CEO
True
False
Customers reactions are based on your ability to;
Establish rapport
Instill trust
Build your credibility
Make the customer angry
A,b,c
Why is a “passive” customer a negative?
Passive customers are unliky to come back regularly or be loyal to you.
Customers who are passive are OK with average service.
What should you do when a customer is very angry?
Argue with the custoner until the customer sees it your way.
Use words that assure the customer.
B,D
Point out what you know to be true and offer choices when you can't get the answer on the spot.
Make promises that you can't keep.
What else can you do to help a customer?
Make a promise and don't follow through
Apologize without accepting wrongful blame, Ask how they want you to resolve the issue, Tell them what you can do and what you can’t do, Get to win-win o C. Tell them there is nothing that you want to do for them even if you could
Tell them there is nothing that you want to do for them even if you could.
Ask them to leave
What way cou can pay special attention to your customer?
Cross your arms and roll your eyes at the customer
Smile!, Keep it polite, but natural, Take ownership of problems and serve as a liaison
Ignore the customer until they go away
Ask the customer if they're 'hangry'
Making a good first impression is important because;
You might win the lottery?
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, You have to swim hard to get out of the hole you dug and win the customer back
You could be sent home?
Why should you pay special attention to all of your customers?
Customers have more choices of where to buy than ever before
Customers are far more informed than in the past and the internet has opened a world-wide market
Service expectations are higher than ever before
All of the above
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 CEO?
Customer Service Culture is;
An environment where customer service permeates the thinking of the entire company?
A new form of yogurt where the lid removes itself for you?
Behavior being analyzed in a Petrie dish for contagions?
A mythical civilization in which everyone smiles and welcomes you when they meet?
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