Question 1

Typically, CSRs work inside offices or cubicles between 35 and 40 hours per week, with occasional overtime, night, and weekend hours.

Accepted Answer

A) True 
 B)False  True

Question 2

One of the most important rules for disagreeing diplomatically is to reflect your understanding of the other's position or opinion.

Accepted Answer

A) True 
 B)False  True

Question 3

Valuable leaders of customer service departments are usually well-organized and know how to motivate employees.

Accepted Answer

A) True 
 B)False  True

Question 4

Customer service employees know they are valued and appreciated when companies

Accepted Answer

A)  train them. 
B)  empower them. 
C)  reward them. 
D)  all of the above. 
A)  train them. 
B)  empower them. 
C)  reward them. 
D)  all of the above.

Question 5

The CSR position is a good occupation that affords the opportunity to learn solid business skills and often leads to administrative, sales, and other related positions within organizations.

Accepted Answer

A) True 
 B)False

Question 6

Customer service employees are often at the top of the company's pay scale.

Accepted Answer

A) True 
 B)False

Question 7

When difficult people are ignored, they tend to stop their bad behavior.

Accepted Answer

A) True 
 B)False

Question 8

Managers effectively develop people by rewarding successes and addressing problems promptly.

Accepted Answer

A) True 
 B)False

Question 9

Standards tell workers what is expected of them in both the quality and quantity of their work.

Accepted Answer

A) True 
 B)False

Question 10

Managers build trust by treating all personal situations of employees the same.

Accepted Answer

A) True 
 B)False

Question 11

It is uncommon for workplaces to suffer from conflict.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is not a step you would use to resolve a conflict?

Accepted Answer

A)  determine if a problem actually exists 
B)  discuss the problem in an open setting instead of privately 
C)  ask for feedback while you are speaking 
D)  respect the other person's opinion 
A)  determine if a problem actually exists 
B)  discuss the problem in an open setting instead of privately 
C)  ask for feedback while you are speaking 
D)  respect the other person's opinion

Question 13

Currently, there is no type of professional certification available to those working in the customer service industry.

Accepted Answer

A) True 
 B)False

Question 14

When managers monitor customer service calls, they pay attention to the tone and manner the CSR uses to discuss various situations with customers.

Accepted Answer

A) True 
 B)False

Question 15

When employees are not trained and unable to answer a customer's question about a product or service, credibility suffers and this can result in lost sales.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is an example of a well-written performance standard?

Accepted Answer

A)  Credits on product returns will be posted within a reasonable amount of time of their receipt. 
B)  Ninety-eight percent of online customer inquiries will be answered live within five minutes of their receipt. 
C)  At least half of customer complaints will receive first-call resolution status. 
D)  CSRs with an excellent record of customer satisfaction may receive a raise. 
A)  Credits on product returns will be posted within a reasonable amount of time of their receipt. 
B)  Ninety-eight percent of online customer inquiries will be answered live within five minutes of their receipt. 
C)  At least half of customer complaints will receive first-call resolution status. 
D)  CSRs with an excellent record of customer satisfaction may receive a raise.

Question 17

Employees for companies with established service standards tend to achieve a higher level of productivity.

Accepted Answer

A) True 
 B)False

Question 18

Most of the best managers in an organization are brought in from outside the company and are not promoted up through the ranks.

Accepted Answer

A) True 
 B)False

Question 19

It is a sound management practice to give CSRs the authority to handle customer complaints and concerns on the spot and allow them to use that authority without fear of repercussion.

Accepted Answer

A) True 
 B)False

Question 20

Most customer service representative jobs require an associate's or bachelor's degree.

Accepted Answer

A) True 
 B)False

Typically, CSRs work inside offices or cubicles between 35 and 40 hours per week, with occasional overtime, night, and weekend hours.

One of the most important rules for disagreeing diplomatically is to reflect your understanding of the other's position or opinion.

Valuable leaders of customer service departments are usually well-organized and know how to motivate employees.

Customer service employees know they are valued and appreciated when companies

The CSR position is a good occupation that affords the opportunity to learn solid business skills and often leads to administrative, sales, and other related positions within organizations.

Customer service employees are often at the top of the company's pay scale.

When difficult people are ignored, they tend to stop their bad behavior.

Managers effectively develop people by rewarding successes and addressing problems promptly.

Standards tell workers what is expected of them in both the quality and quantity of their work.

Managers build trust by treating all personal situations of employees the same.

It is uncommon for workplaces to suffer from conflict.

Which of the following is not a step you would use to resolve a conflict?

Currently, there is no type of professional certification available to those working in the customer service industry.

When managers monitor customer service calls, they pay attention to the tone and manner the CSR uses to discuss various situations with customers.

When employees are not trained and unable to answer a customer's question about a product or service, credibility suffers and this can result in lost sales.

Which of the following is an example of a well-written performance standard?

Employees for companies with established service standards tend to achieve a higher level of productivity.

Most of the best managers in an organization are brought in from outside the company and are not promoted up through the ranks.

It is a sound management practice to give CSRs the authority to handle customer complaints and concerns on the spot and allow them to use that authority without fear of repercussion.

Most customer service representative jobs require an associate's or bachelor's degree.

What Is Customer Service

The Global Customer

Exceptional Customer Service

Customer Service Strategy

Critical Workplace Skills

Problem Solving

Extreme Customers and Customer Retention

Communication Essentials

Customer-Focused Listening

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters

Exam 8: Managing Customer Service

Typically, CSRs work inside offices or cubicles between 35 and 40 hours per week, with occasional overtime, night, and weekend hours.

One of the most important rules for disagreeing diplomatically is to reflect your understanding of the other's position or opinion.

Valuable leaders of customer service departments are usually well-organized and know how to motivate employees.

Customer service employees know they are valued and appreciated when companies

The CSR position is a good occupation that affords the opportunity to learn solid business skills and often leads to administrative, sales, and other related positions within organizations.

Customer service employees are often at the top of the company's pay scale.

When difficult people are ignored, they tend to stop their bad behavior.

Managers effectively develop people by rewarding successes and addressing problems promptly.

Standards tell workers what is expected of them in both the quality and quantity of their work.

Managers build trust by treating all personal situations of employees the same.

It is uncommon for workplaces to suffer from conflict.

Which of the following is not a step you would use to resolve a conflict?

Currently, there is no type of professional certification available to those working in the customer service industry.

When managers monitor customer service calls, they pay attention to the tone and manner the CSR uses to discuss various situations with customers.

When employees are not trained and unable to answer a customer's question about a product or service, credibility suffers and this can result in lost sales.

Which of the following is an example of a well-written performance standard?

Employees for companies with established service standards tend to achieve a higher level of productivity.

Most of the best managers in an organization are brought in from outside the company and are not promoted up through the ranks.

It is a sound management practice to give CSRs the authority to handle customer complaints and concerns on the spot and allow them to use that authority without fear of repercussion.

Most customer service representative jobs require an associate's or bachelor's degree.

What Is Customer Service

The Global Customer

Exceptional Customer Service

Customer Service Strategy

Critical Workplace Skills

Problem Solving

Extreme Customers and Customer Retention

Communication Essentials

Customer-Focused Listening

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters