Question 1

When problems are passed on to the next level of the organization, the price of service goes up.

Accepted Answer

A) True 
 B)False  True

Question 2

When customers do not articulate their complaints, they typically forget about them and go about their business as usual.

Accepted Answer

A) True 
 B)False  False

Question 3

Once customers make a decision to terminate the relationship, they do not communicate their intent to the company.

Accepted Answer

A) True 
 B)False  True

Question 4

Calls to service reps that are completely resolved on the first call are referred to as

Accepted Answer

A)  efficient calls. 
B)  first-call resolutions (FCR). 
C)  collaborations. 
D)  accommodations. 
A)  efficient calls. 
B)  first-call resolutions (FCR). 
C)  collaborations. 
D)  accommodations.

Question 5

The ability to solve problems, resolve differences, and capture opportunities involves

Accepted Answer

A)  passive listening. 
B)  public speaking skills. 
C)  active listening. 
D)  goal-setting. 
A)  passive listening. 
B)  public speaking skills. 
C)  active listening. 
D)  goal-setting.

Question 6

Conflict is never a good thing.

Accepted Answer

A) True 
 B)False

Question 7

Smart companies are most often reactive rather than proactive when dealing with customer complaints.

Accepted Answer

A) True 
 B)False

Question 8

A conflict involves a serious clash of values, perceptions, or ideas and can jeopardize productivity in terms of one's relationships at work and dealings with customers.

Accepted Answer

A) True 
 B)False

Question 9

Customer complaints can be good for CSRs to hear but generally not beneficial for companies to learn about.

Accepted Answer

A) True 
 B)False

Question 10

The best complaint-handling systems are structured from a customer relations policy and must operate simply, effectively, and quickly to everyone's mutual benefit.

Accepted Answer

A) True 
 B)False

Question 11

In customer service, a predetermined dialogue that states how to respond to common problems is called a script.

Accepted Answer

A) True 
 B)False

Question 12

To be successful in their role, CSRs must be comfortable with the complaint-handling process their company expects them to use.

Accepted Answer

A) True 
 B)False

Question 13

Components of a win-win negotiation that CSRs should use are to

Accepted Answer

A)  focus on interests, not positions. 
B)  separate the people from the problem. 
C)  insist that the best solution be based on some mutually acceptable and objective standard. 
D)  all of the above. 
A)  focus on interests, not positions. 
B)  separate the people from the problem. 
C)  insist that the best solution be based on some mutually acceptable and objective standard. 
D)  all of the above.

Question 14

There is no distinction between the terms disagreement and conflict.

Accepted Answer

A) True 
 B)False

Question 15

It is bad policy to include a financial or gift incentive in a win-back plan.

Accepted Answer

A) True 
 B)False

Question 16

When a customer presents a genuine problem that may involve negligence or even incompetence, a CSR should not accept responsibility for the situation or apologize.

Accepted Answer

A) True 
 B)False

Question 17

Listen, empathize, solicit feedback, and apologize are four of the basic steps to follow when processing customer complaints.

Accepted Answer

A) True 
 B)False

Question 18

When one party attempts to win at the expense of the other, it is called a

Accepted Answer

A)  win-lose strategy. 
B)  lose-lose strategy. 
C)  win-win strategy. 
D)  win-back strategy. 
A)  win-lose strategy. 
B)  lose-lose strategy. 
C)  win-win strategy. 
D)  win-back strategy.

Question 19

When you attempt to problem solve together with the customer to find a mutually satisfying solution, it is called

Accepted Answer

A)  collaborating. 
B)  compromising. 
C)  arbitration. 
D)  accommodating. 
A)  collaborating. 
B)  compromising. 
C)  arbitration. 
D)  accommodating.

Question 20

An interpersonal process requiring a give and take between the participants is called

Accepted Answer

A)  competing. 
B)  accommodating. 
C)  compromising. 
D)  negotiation. 
A)  competing. 
B)  accommodating. 
C)  compromising. 
D)  negotiation.

When problems are passed on to the next level of the organization, the price of service goes up.

When customers do not articulate their complaints, they typically forget about them and go about their business as usual.

Once customers make a decision to terminate the relationship, they do not communicate their intent to the company.

Calls to service reps that are completely resolved on the first call are referred to as

The ability to solve problems, resolve differences, and capture opportunities involves

Conflict is never a good thing.

Smart companies are most often reactive rather than proactive when dealing with customer complaints.

A conflict involves a serious clash of values, perceptions, or ideas and can jeopardize productivity in terms of one's relationships at work and dealings with customers.

Customer complaints can be good for CSRs to hear but generally not beneficial for companies to learn about.

The best complaint-handling systems are structured from a customer relations policy and must operate simply, effectively, and quickly to everyone's mutual benefit.

In customer service, a predetermined dialogue that states how to respond to common problems is called a script.

To be successful in their role, CSRs must be comfortable with the complaint-handling process their company expects them to use.

Components of a win-win negotiation that CSRs should use are to

There is no distinction between the terms disagreement and conflict.

It is bad policy to include a financial or gift incentive in a win-back plan.

When a customer presents a genuine problem that may involve negligence or even incompetence, a CSR should not accept responsibility for the situation or apologize.

Listen, empathize, solicit feedback, and apologize are four of the basic steps to follow when processing customer complaints.

When one party attempts to win at the expense of the other, it is called a

When you attempt to problem solve together with the customer to find a mutually satisfying solution, it is called

An interpersonal process requiring a give and take between the participants is called

What Is Customer Service

The Global Customer

Exceptional Customer Service

Customer Service Strategy

Critical Workplace Skills

Extreme Customers and Customer Retention

Managing Customer Service

Communication Essentials

Customer-Focused Listening

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters

Exam 6: Problem Solving

When problems are passed on to the next level of the organization, the price of service goes up.

When customers do not articulate their complaints, they typically forget about them and go about their business as usual.

Once customers make a decision to terminate the relationship, they do not communicate their intent to the company.

Calls to service reps that are completely resolved on the first call are referred to as

The ability to solve problems, resolve differences, and capture opportunities involves

Conflict is never a good thing.

Smart companies are most often reactive rather than proactive when dealing with customer complaints.

A conflict involves a serious clash of values, perceptions, or ideas and can jeopardize productivity in terms of one's relationships at work and dealings with customers.

Customer complaints can be good for CSRs to hear but generally not beneficial for companies to learn about.

The best complaint-handling systems are structured from a customer relations policy and must operate simply, effectively, and quickly to everyone's mutual benefit.

In customer service, a predetermined dialogue that states how to respond to common problems is called a script.

To be successful in their role, CSRs must be comfortable with the complaint-handling process their company expects them to use.

Components of a win-win negotiation that CSRs should use are to

There is no distinction between the terms disagreement and conflict.

It is bad policy to include a financial or gift incentive in a win-back plan.

When a customer presents a genuine problem that may involve negligence or even incompetence, a CSR should not accept responsibility for the situation or apologize.

Listen, empathize, solicit feedback, and apologize are four of the basic steps to follow when processing customer complaints.

When one party attempts to win at the expense of the other, it is called a

When you attempt to problem solve together with the customer to find a mutually satisfying solution, it is called

An interpersonal process requiring a give and take between the participants is called

What Is Customer Service

The Global Customer

Exceptional Customer Service

Customer Service Strategy

Critical Workplace Skills

Extreme Customers and Customer Retention

Managing Customer Service

Communication Essentials

Customer-Focused Listening

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters