Question 1

An effective training method in which CSRs improvise realistic customer scenarios is called

Accepted Answer

A)  coaching. 
B)  certifying. 
C)  role-playing. 
D)  none of the above. 
A)  coaching. 
B)  certifying. 
C)  role-playing. 
D)  none of the above.

Question 2

CSRs need to speak, hear, and see well to communicate service information to global customers but rarely have to produce written correspondence, chats, and e-mail messages for these types of customers.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is an effective way for a CSR to demonstrate commitment to professional development?

Accepted Answer

A)  attending English classes 
B)  coaching others 
C)  obtaining certification 
D)  role-playing 
A)  attending English classes 
B)  coaching others 
C)  obtaining certification 
D)  role-playing

Question 4

The goal of conflict resolution is to reach a compromise that benefits the employee with the higher-level position.

Accepted Answer

A) True 
 B)False

Question 5

Standards do not have to be stated in numbers and be measurable, so words such as excellent and superior are good to use.

Accepted Answer

A) True 
 B)False

An effective training method in which CSRs improvise realistic customer scenarios is called

CSRs need to speak, hear, and see well to communicate service information to global customers but rarely have to produce written correspondence, chats, and e-mail messages for these types of customers.

Which of the following is an effective way for a CSR to demonstrate commitment to professional development?

The goal of conflict resolution is to reach a compromise that benefits the employee with the higher-level position.

Standards do not have to be stated in numbers and be measurable, so words such as excellent and superior are good to use.

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

An effective training method in which CSRs improvise realistic customer scenarios is called

CSRs need to speak, hear, and see well to communicate service information to global customers but rarely have to produce written correspondence, chats, and e-mail messages for these types of customers.

Which of the following is an effective way for a CSR to demonstrate commitment to professional development?

The goal of conflict resolution is to reach a compromise that benefits the employee with the higher-level position.

Standards do not have to be stated in numbers and be measurable, so words such as excellent and superior are good to use.

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