Exam 13: Your External and Internal Customers

"Going the extra mile" refers to the helpful actions of some customers who provide valuable feedback and suggestions to improve the effectiveness of your service.

Why should a firm encourage customer complaints?

Which of the following is the best way to deal with a customer complaint?

What are the effective ways of delivering bad news to a customer?

Which of the following questions is the Golden Rule for ethical customer service?

An emphasis on careful listening to customer complaints is important because:

Discuss the importance of customer service.

Why is it important to treat internal customers right?

According to Michael LeBoeuf, what are the two things that customers buy?

You should take a customers' feedback personally, so that it helps your business to grow.

Give an example of an internal customer.

When dealing with difficult customers, you should avoid the _____ trap.

When giving a customer bad news, one has to maintain a _____ tone of voice.

How should a person treat a customer who is not interested in purchasing any product but just wants to be noticed? Substantiate your response.

The customer who never complains, but responds to bad service by taking his or her business elsewhere is called a "_____" customer.

List a few unethical things cited by Christopher MacDonald that are done by front-line service representatives.

When dealing with an unreasonable, angry, or overly demanding customer, you should:

What should you do when customer service conflicts with ethics?

Describe ways of identifying a customer's unspoken needs.

Which of the following practices is effective when delivering bad news to a customer?