Question 1

You can demonstrate your commitment to serving internal customers by

Accepted Answer

A)  coming to work on time. 
B)  saying "please" when asking for assistance. 
C)  answering calls quickly. 
D)  All of the above 
A)  coming to work on time. 
B)  saying "please" when asking for assistance. 
C)  answering calls quickly. 
D)  All of the above D

Question 2

All customer concerns should be given serious attention.

Accepted Answer

A) True 
 B)False  True

Question 3

Match between columns
                        Premises: The ability of an organization to consistently give customers what they want and need
A commitment to providing high-quality customer service to all customers
The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business
Non-employees or organizations that buy or use the products and services provided by the company
Messages you convey with words
Someone who buys or uses the products or services of a company or organization
Understanding or concern for someone's feelings or position
Messages you convey without words
Abilities that allow one to interact with others effectively
Departments or employees within an organization who use the products or services provided by others within the organization

Accepted Answer

The Answer of customer focus and internal customers and human is...

Question 4

Good listening skills include

Accepted Answer

A)  listening for facts. 
B)  searching for subtle meanings. 
C)  being patient. 
D)  All of the above 
A)  listening for facts. 
B)  searching for subtle meanings. 
C)  being patient. 
D)  All of the above

Question 5

Mentally registering the key words the speaker is using and mentally repeating key ideas or related points is an example of listening

Accepted Answer

A)  actively. 
B)  for facts. 
C)  without judgment. 
D)  All of the above 
A)  actively. 
B)  for facts. 
C)  without judgment. 
D)  All of the above

Question 6

It is never a good idea to admit you made a mistake with a customer.

Accepted Answer

A) True 
 B)False

Question 7

Effective telephone customer service skills include

Accepted Answer

A)  answering the phone courteously. 
B)  putting a "smile" in your voice by using a friendly tone. 
C)  speaking at an appropriate volume, pitch, and speed. 
D)  All of the above 
A)  answering the phone courteously. 
B)  putting a "smile" in your voice by using a friendly tone. 
C)  speaking at an appropriate volume, pitch, and speed. 
D)  All of the above

Question 8

A grocery store employee purchasing groceries on his or her day off is an example of an internal customer.

Accepted Answer

A) True 
 B)False

Question 9

Which is an example of an empathy statement?

Accepted Answer

A)  Tell me more about . . . 
B)  Thank you. 
C)  It will be ready tomorrow. 
D)  How can I help? 
A)  Tell me more about . . . 
B)  Thank you. 
C)  It will be ready tomorrow. 
D)  How can I help?

Question 10

Which is an example of an internal customer?

Accepted Answer

A)  a consumer who buys a new car 
B)  a student who visits a library 
C)  an employee who visits the computer help desk 
D)  an organization that contracts with a landscaper 
A)  a consumer who buys a new car 
B)  a student who visits a library 
C)  an employee who visits the computer help desk 
D)  an organization that contracts with a landscaper

Question 11

When dealing with conflict, you should

Accepted Answer

A)  listen carefully to customers' concerns or problems. 
B)  work hard to make your customers happy. 
C)  offer several resolutions for the client to choose from. 
D)  All of the above 
A)  listen carefully to customers' concerns or problems. 
B)  work hard to make your customers happy. 
C)  offer several resolutions for the client to choose from. 
D)  All of the above

Question 12

Your tone of voice can be as important as your words when talking with customers.

Accepted Answer

A) True 
 B)False

Question 13

Which statement shows effective customer service?

Accepted Answer

A)  I don't know. 
B)  That's our policy. 
C)  I will find out. 
D)  You'll have to . . . 
A)  I don't know. 
B)  That's our policy. 
C)  I will find out. 
D)  You'll have to . . .

Question 14

"Let's do this" is an example of a calming phrase.

Accepted Answer

A) True 
 B)False

Question 15

When dealing with an abusive customer

Accepted Answer

A)  immediately call security. 
B)  look for points of agreement with the customer. 
C)  increase your volume to make sure you are heard. 
D)  All of the above 
A)  immediately call security. 
B)  look for points of agreement with the customer. 
C)  increase your volume to make sure you are heard. 
D)  All of the above

Question 16

You should always give customers what they want because "The customer is always right."

Accepted Answer

A) True 
 B)False

Question 17

Giving a customer a coupon for free shipping or 15 percent off of a future order is an example of which customer service strategy?

Accepted Answer

A)  Show respect for customers. 
B)  Explain the situation. 
C)  Go the extra mile. 
D)  Take responsibility. 
A)  Show respect for customers. 
B)  Explain the situation. 
C)  Go the extra mile. 
D)  Take responsibility.

Question 18

"What seems to be the problem?" is a calming phrase when dealing with a customer issue.

Accepted Answer

A) True 
 B)False

Question 19

Listening is more than hearing what the speaker is saying.

Accepted Answer

A) True 
 B)False

Question 20

Customer service is saying the words the customer wants to hear.

Accepted Answer

A) True 
 B)False

You can demonstrate your commitment to serving internal customers by

All customer concerns should be given serious attention.

Good listening skills include

Mentally registering the key words the speaker is using and mentally repeating key ideas or related points is an example of listening

It is never a good idea to admit you made a mistake with a customer.

Effective telephone customer service skills include

A grocery store employee purchasing groceries on his or her day off is an example of an internal customer.

Which is an example of an empathy statement?

Which is an example of an internal customer?

When dealing with conflict, you should

Your tone of voice can be as important as your words when talking with customers.

Which statement shows effective customer service?

"Let's do this" is an example of a calming phrase.

When dealing with an abusive customer

You should always give customers what they want because "The customer is always right."

Giving a customer a coupon for free shipping or 15 percent off of a future order is an example of which customer service strategy?

"What seems to be the problem?" is a calming phrase when dealing with a customer issue.

Listening is more than hearing what the speaker is saying.

Customer service is saying the words the customer wants to hear.

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Your Professional Image

Workplace Teams

Self-Management

Ethical Theories and Behaviors

Leadership

Written Communication

Verbal Communication and Presentations

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Managing Electronic Records

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Exam 7: Customer Service

You can demonstrate your commitment to serving internal customers by

All customer concerns should be given serious attention.

Good listening skills include

Mentally registering the key words the speaker is using and mentally repeating key ideas or related points is an example of listening

It is never a good idea to admit you made a mistake with a customer.

Effective telephone customer service skills include

A grocery store employee purchasing groceries on his or her day off is an example of an internal customer.

Which is an example of an empathy statement?

Which is an example of an internal customer?

When dealing with conflict, you should

Your tone of voice can be as important as your words when talking with customers.

Which statement shows effective customer service?

"Let's do this" is an example of a calming phrase.

When dealing with an abusive customer

You should always give customers what they want because "The customer is always right."

Giving a customer a coupon for free shipping or 15 percent off of a future order is an example of which customer service strategy?

"What seems to be the problem?" is a calming phrase when dealing with a customer issue.

Listening is more than hearing what the speaker is saying.

Customer service is saying the words the customer wants to hear.

The Workplace - Constantly Changing

Your Professional Image

Workplace Teams

Self-Management

Ethical Theories and Behaviors

Leadership

Written Communication

Verbal Communication and Presentations

Global Communication - Technology and Etiquette

Records Management

Managing Electronic Records

Personal Finance and Investment Strategies

Event Planning

Travel Arrangements

Workplace Mail and Copying

Job Search and Advancement

Filters