Advanced Customer Service Quiz
Advanced Customer Service Quiz
Test your knowledge on advanced customer service skills and strategies that enhance customer satisfaction. This quiz covers key concepts and theories essential for providing exceptional support to clients.
- Understand the different types of customer treatment
- Learn about customer expectations and perceptions
- Discover ways to improve service effectiveness
What are two kinds of Treatment customer get?
Fun & Understanding
Friendly-caring & Problem Solving
Problem Solving & Happy
All of the above
Who are your customers
Any one internal and external to the company
Any worker of the company
Any member of the public
A friend that you have
Is a customer anyone who success or satisfaction depends on you?
True
False
Which factor does customs expect when getting service ?
That there is an information person
No line or short wait in line
Information person is knowledgeable and patient
All of the above
What are three ways to improve service?
Ask your customer for input, Ask your employees in work unit, Examine your service delivery cycles
Tell the customer how you feel, let them wait in line, Give them what they want
Let the customer set the rules , Let the customer talk, allow the customer to vent
None of the above
What is availability ?
The quality of being able to be used or obtained.
In a suitable state for an action or situation; fully prepared.
To repeat the main points of something that has been discussed earlier at the end of a meeting or talk
To recap is to briefly explain something by giving just the main points or details
What is Cooperativeness?
Ready, eager, or prepared to do something
Working or acting together willingly for a common purpose or benefit.
drained of strength and energy
All of the above
What is two methods of determining customer perception and degree of satisfaction?
Written & Phone Surveys
Comment cards & Suggestion Box
Focus group discussion & Direct customer feedback
All of the above
What is a parallel type of transaction ?
A person sends a direct message to someone and the sender gets the expected response
Communication is clear
Customer understands everything that is being said
A person does not send a direct message to the customer and the lines of communication remains open
What is a ulterior type of transaction ?
Saying exactly what you mean
Sending one kind of message but sending another kind of message in disguise
Not being clear in communication but the customer understands where you are coming from
All of the above
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