Question 1

The best way for a company to survive in the current marketplace is to raise prices and target only those customers who can afford to pay them.

Accepted Answer

A) True 
 B)False  False

Question 2

When hiring customer service professionals, companies should look for a helping attitude.

Accepted Answer

A) True 
 B)False  True

Question 3

Customer-centric organizations make every effort to avoid customer turnoffs in their quest for customer loyalty.

Accepted Answer

A) True 
 B)False  True

Question 4

Service is easily managed because it doesn't involve many variables.

Accepted Answer

A) True 
 B)False

Question 5

Disappointed customers will leave an organization and take their business elsewhere, and poor service is responsible for much of the disappointment experienced by customers.

Accepted Answer

A) True 
 B)False

Question 6

True empowerment means that employees can bend the rules to do whatever they have to do (within legal bounds) to take care of the customer.

Accepted Answer

A) True 
 B)False

Question 7

Exceptional customer service is a mindset that defines each company's culture.

Accepted Answer

A) True 
 B)False

Question 8

The beliefs about service a customer has before a transaction are called

Accepted Answer

A)  customer influences. 
B)  customer perceptions. 
C)  customer expectations. 
D)  customer profiles. 
A)  customer influences. 
B)  customer perceptions. 
C)  customer expectations. 
D)  customer profiles.

Question 9

Customer perceptions are the opinions created about service during and after a transaction.

Accepted Answer

A) True 
 B)False

Question 10

Customer loyalty cannot be earned.

Accepted Answer

A) True 
 B)False

Question 11

Companies typically do not look for a variety of character traits, abilities, and experience levels for customer service jobs because the job is easy.

Accepted Answer

A) True 
 B)False

Question 12

A baseline standard is the minimum level of service it takes to satisfy customers under ordinary circumstances.

Accepted Answer

A) True 
 B)False

Question 13

The CSR's role, in general, is to answer questions, solve problems, take orders, resolve complaints, and share customer concerns with management.

Accepted Answer

A) True 
 B)False

Question 14

Giving somebody power or authority is referred to as

Accepted Answer

A)  customer perception. 
B)  customer turnoff. 
C)  customer loyalty. 
D)  empowerment. 
A)  customer perception. 
B)  customer turnoff. 
C)  customer loyalty. 
D)  empowerment.

Question 15

In some companies, superior service just happens naturally.

Accepted Answer

A) True 
 B)False

Question 16

Which turnoff occurrences are most often associated with poor customer service?

Accepted Answer

A)  value turnoffs 
B)  system turnoffs 
C)  people turnoffs 
D)  all of the above 
A)  value turnoffs 
B)  system turnoffs 
C)  people turnoffs 
D)  all of the above

Question 17

Most people shift from one supplier to another because of dissatisfaction with service, not price or product offerings.

Accepted Answer

A) True 
 B)False

Question 18

Taking initiative, being optimistic and tolerating frustration well are all characteristics of an exceptional CSR.

Accepted Answer

A) True 
 B)False

Question 19

A customer says, "I didn't get my money's worth on this product." This is called a(n)

Accepted Answer

A)  value turnoff. 
B)  system turnoff. 
C)  organizational turnoff. 
D)  people turnoff. 
A)  value turnoff. 
B)  system turnoff. 
C)  organizational turnoff. 
D)  people turnoff.

Question 20

Workers who do not have a very specific service skill set are still great candidates for the position of customer service representative.

Accepted Answer

A) True 
 B)False

The best way for a company to survive in the current marketplace is to raise prices and target only those customers who can afford to pay them.

When hiring customer service professionals, companies should look for a helping attitude.

Customer-centric organizations make every effort to avoid customer turnoffs in their quest for customer loyalty.

Service is easily managed because it doesn't involve many variables.

Disappointed customers will leave an organization and take their business elsewhere, and poor service is responsible for much of the disappointment experienced by customers.

True empowerment means that employees can bend the rules to do whatever they have to do (within legal bounds) to take care of the customer.

Exceptional customer service is a mindset that defines each company's culture.

The beliefs about service a customer has before a transaction are called

Customer perceptions are the opinions created about service during and after a transaction.

Customer loyalty cannot be earned.

Companies typically do not look for a variety of character traits, abilities, and experience levels for customer service jobs because the job is easy.

A baseline standard is the minimum level of service it takes to satisfy customers under ordinary circumstances.

The CSR's role, in general, is to answer questions, solve problems, take orders, resolve complaints, and share customer concerns with management.

Giving somebody power or authority is referred to as

In some companies, superior service just happens naturally.

Which turnoff occurrences are most often associated with poor customer service?

Most people shift from one supplier to another because of dissatisfaction with service, not price or product offerings.

Taking initiative, being optimistic and tolerating frustration well are all characteristics of an exceptional CSR.

A customer says, "I didn't get my money's worth on this product." This is called a(n)

Workers who do not have a very specific service skill set are still great candidates for the position of customer service representative.

What Is Customer Service

The Global Customer

Customer Service Strategy

Critical Workplace Skills

Problem Solving

Extreme Customers and Customer Retention

Managing Customer Service

Communication Essentials

Customer-Focused Listening

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters

Exam 3: Exceptional Customer Service

The best way for a company to survive in the current marketplace is to raise prices and target only those customers who can afford to pay them.

When hiring customer service professionals, companies should look for a helping attitude.

Customer-centric organizations make every effort to avoid customer turnoffs in their quest for customer loyalty.

Service is easily managed because it doesn't involve many variables.

Disappointed customers will leave an organization and take their business elsewhere, and poor service is responsible for much of the disappointment experienced by customers.

True empowerment means that employees can bend the rules to do whatever they have to do (within legal bounds) to take care of the customer.

Exceptional customer service is a mindset that defines each company's culture.

The beliefs about service a customer has before a transaction are called

Customer perceptions are the opinions created about service during and after a transaction.

Customer loyalty cannot be earned.

Companies typically do not look for a variety of character traits, abilities, and experience levels for customer service jobs because the job is easy.

A baseline standard is the minimum level of service it takes to satisfy customers under ordinary circumstances.

The CSR's role, in general, is to answer questions, solve problems, take orders, resolve complaints, and share customer concerns with management.

Giving somebody power or authority is referred to as

In some companies, superior service just happens naturally.

Which turnoff occurrences are most often associated with poor customer service?

Most people shift from one supplier to another because of dissatisfaction with service, not price or product offerings.

Taking initiative, being optimistic and tolerating frustration well are all characteristics of an exceptional CSR.

A customer says, "I didn't get my money's worth on this product." This is called a(n)

Workers who do not have a very specific service skill set are still great candidates for the position of customer service representative.

What Is Customer Service

The Global Customer

Customer Service Strategy

Critical Workplace Skills

Problem Solving

Extreme Customers and Customer Retention

Managing Customer Service

Communication Essentials

Customer-Focused Listening

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters