Exam 13: Communicating With Customers

When responding to customer concerns, you should only respond in those areas in which you are qualified.

Which of the following statements regarding technology and customer satisfaction is NOT True?

A customer-focused organization makes customer service a problem-solving function.

Which of the following is NOT a purpose of the order confirmation function?

How can businesses use customer service to their advantage?

Customer transactions handled by telephone require special consideration. Elaborate on this statement.

Charlie owned a landscaping company and often got paid with a personal check when the job was complete. Charlie would lay the check on the seat of his truck, open his banking app on his phone and take a picture of the check. The check would be automatically deposited into Charlie's bank account and he could transfer the money to another account using the same banking app. This is an example of:

The _____ is a message-response system that automatically replies to e-mails in the employee's absence.

You should always assume that the customer-service procedures recommended by your organization are infallible.

Which of the following behaviors will NOT help an employee cultivate a positive customer-service image for his or her organization?

In a _____ organization customer service is an ongoing function and they use a proactive approach to anticipating problems.

When responding to customer concerns, it is suggested that you talk at the customer and not with the customer.

In which of the following situations is it most appropriate for an employee to explain his or her manager's delay to a visitor who has an appointment with the manager?

Discuss a customer-focused organization's approach to customer service.

List at least five good customer-service practices that employees should be taught.

Which of the following is an ineffective customer-service practice?

If the complexity of a customer request clearly requires a face-to-face exchange, suggest that a visit would be more productive and arrange for the customer to meet with you.

Maintaining your air of helpfulness decreases a customer's resistance and establishes a basis for success. Provide some suggestions for dealing with customers who have a complaint or need to exchange an item. What are the implications of having customers not receive a satisfactory remedy to their problems or complaints?

A(n) _____ computer functions like a desktop computer but is small enough to be portable and may be battery-operated.

George, a customer relationship manager, is going to be away on vacation for a week. During his absence, he will continue to receive e-mails from customers. In order to maintain a positive customer-service image, George should use his e-mail program's auto-responder function to: