Exam 13: Communicating With Customers

If a visitor to your organization has no appointment, taking his or her name, the name of the organization he or she represents, or the purpose of the visit is not required.

When an organization has a visitor who does not have an appointment, the organization's front desk staff should:

In a highly competitive world, outstanding customer service helps you retain your current customers but not attract new ones.

_____ is the consistent performance of activities or services for the purpose of ensuring customer satisfaction.

Listening is an important employability skill when you are working with customers.

An organization can cultivate a good customer-service image by:

Jenny, the receptionist at an organization, is talking to a visitor. The visitor would like to meet one of the senior executives but does not have an appointment. Jenny decides that a senior client support executive is most likely to be able to help the visitor. When she conveys the message to the executive, he says he is happy to meet the visitor immediately. Assuming that the visitor's name is Wilson Matthews and the executive's name is Peter Rogers, which of the following is the best way for Jenny to introduce them?

In the context of customer service, referrals for a business are:

Melissa is one of the new customer-service executives at a retail organization. She receives a call from a customer wanting to repair a purchased product, even though the product is no longer manufactured by the organization. Melissa is still unfamiliar with the organization's policies on this issue. In this scenario, how should Melissa deal with the customer in order to cultivate a positive customer-service image?

How can employees give knowledgeable responses to customers' questions?

Communication is vital to any effective customer-service program.

A(n) _____ function on a website assures customers that the products they have ordered have been purchased. It lists the tracking number, which enables the customers to follow their shipment as it makes its way to their office.

Customer service as a(n) _____ function comes into play only when there has been a complaint.

Gloria is the front desk executive at an organization. Her colleague, Liam, handles customer complaints. Liam has requested Gloria to answer all incoming calls while he is in a meeting. The first call Gloria receives is from a customer complaining about the delayed delivery of a product. Gloria is not sure about the organization's policies toward delayed deliveries. To cultivate a good customer-service image, what would be the best action for Gloria to take?

When you use your e-mail program's auto-responder function to ensure that all e-mails received during your absence are replied to, customers infer that your organization is not simply ignoring their message.

When handling customer transactions by telephone, which of the following should be avoided?

Discuss some of the basic procedures that you as an employee must be familiar with when meeting the public.

Which of the following is NOT a professional guideline to use when answering the telephone?

Organizations derive much of their new business through _____, which are recommendations from satisfied customers.

Which technologies can sales representatives use for note taking and other functions? Discuss the benefits of each.