Advanced Customer Service Quiz

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