Question 1

In the context of a business environment, bad news skills refer to:

Accepted Answer

A) the skills necessary to deliver bad news to the customers but still retain their business and goodwill. 
B) the ability to receive bad news without being emotional or sentimental. 
C) the ability of gossipmongers to spread rumors within an organization. 
D) the required skills to bluntly deliver bad news to clients without wasting time sugarcoating the news. 
A) the skills necessary to deliver bad news to the customers but still retain their business and goodwill. 
B) the ability to receive bad news without being emotional or sentimental. 
C) the ability of gossipmongers to spread rumors within an organization. 
D) the required skills to bluntly deliver bad news to clients without wasting time sugarcoating the news.

Question 2

Thanking the customer for his or her patience and for bringing the problem to your attention is a positive way to end a customer interaction.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is true of a customer complaint?

Accepted Answer

A) It is a personal attack against the owner of a business. 
B) It means that the relationship with the customer is broken permanently. 
C) It is an opportunity for a business to improve. 
D) It is typically an attempt to spoil the company's name. 
A) It is a personal attack against the owner of a business. 
B) It means that the relationship with the customer is broken permanently. 
C) It is an opportunity for a business to improve. 
D) It is typically an attempt to spoil the company's name.

Question 4

Uranus, a retail store, provides supervised child care for its customers. This is an example of:

Accepted Answer

A) providing an employee assistance program. 
B) providing intrinsic motivators. 
C) practicing conditional positive regard. 
D) going the extra mile. 
A) providing an employee assistance program. 
B) providing intrinsic motivators. 
C) practicing conditional positive regard. 
D) going the extra mile.

Question 5

Unlike their internal counterparts, the external customers are tied to a company more directly.

Accepted Answer

A) True 
 B)False

Question 6

What is the self-esteem trap?

Accepted Answer

Self-esteem trap refers to the

Question 7

When a customer with an injured hand had to fill out a long customer survey form, Jason, the store manager, took time out to do it for her. Jason was "going the extra mile" for the customer.

Accepted Answer

A) True 
 B)False

Question 8

A(n) _____ trap is the circumstance that comes from taking a customer's attack personally and letting it affect how you feel about yourself.

Accepted Answer

The answer of A(n) _____ trap is the circumstance that...

Question 9

Which of the following is the most important factor in the customer complaint process?

Accepted Answer

A) Correcting the problems customers are complaining about. 
B) Rewarding the customers who complain with gifts. 
C) Making a database of all the customer complaints. 
D) Encouraging more customers to register their complaints. 
A) Correcting the problems customers are complaining about. 
B) Rewarding the customers who complain with gifts. 
C) Making a database of all the customer complaints. 
D) Encouraging more customers to register their complaints.

Question 10

The customer service ethics of a company or organization is independent of the quality of the services its customers will receive.

Accepted Answer

A) True 
 B)False

Question 11

Why should firms encourage complaints ?

Accepted Answer

Firms should encourage complai

Question 12

Which of the following practices should be avoided when delivering bad news to a customer?

Accepted Answer

A) Dealing with why the problem exists 
B) Being overly apologetic about the situation 
C) Using a polite tone of voice 
D) Talking about what can be done to solve the problem 
A) Dealing with why the problem exists 
B) Being overly apologetic about the situation 
C) Using a polite tone of voice 
D) Talking about what can be done to solve the problem

Question 13

Regardless of company decisions, a loyal customer should be given the flexibility of going against the decisions if needed.

Accepted Answer

A) True 
 B)False

Question 14

List three basic human needs that all customers share.

Accepted Answer

Students' answers will vary. Every custo

Question 15

The cost of finding a new customer is considerably lower than the cost of keeping one you already have.

Accepted Answer

A) True 
 B)False

Question 16

Why is it important to act ethically in all dealings with customers?

Accepted Answer

Acting ethically is essential in all dea

Question 17

When delivering bad news to a customer, you should typically:

Accepted Answer

A) use an aggressive tone of voice. 
B) avoid apologizing when the news is related to company policies. 
C) use a polite tone of voice. 
D) dwell on long apologies. 
A) use an aggressive tone of voice. 
B) avoid apologizing when the news is related to company policies. 
C) use a polite tone of voice. 
D) dwell on long apologies.

Question 18

Suggest practices that companies can employ to ensure the highest standards of professionalism and ethics in its delivery of customer service.

Accepted Answer

Companies can employ highest standards o

Question 19

Why are bad news skills important?

Accepted Answer

Bad news skills refer to the skills nece

Question 20

The Golden Rule of ethical customer service is: Are you treating the customer the way you would like to be treated in a similar situation?

Accepted Answer

A) True 
 B)False

In the context of a business environment, bad news skills refer to:

Thanking the customer for his or her patience and for bringing the problem to your attention is a positive way to end a customer interaction.

Which of the following is true of a customer complaint?

Uranus, a retail store, provides supervised child care for its customers. This is an example of:

Unlike their internal counterparts, the external customers are tied to a company more directly.

What is the self-esteem trap?

When a customer with an injured hand had to fill out a long customer survey form, Jason, the store manager, took time out to do it for her. Jason was "going the extra mile" for the customer.

A(n) _____ trap is the circumstance that comes from taking a customer's attack personally and letting it affect how you feel about yourself.

Which of the following is the most important factor in the customer complaint process?

The customer service ethics of a company or organization is independent of the quality of the services its customers will receive.

Why should firms encourage complaints ?

Which of the following practices should be avoided when delivering bad news to a customer?

Regardless of company decisions, a loyal customer should be given the flexibility of going against the decisions if needed.

List three basic human needs that all customers share.

The cost of finding a new customer is considerably lower than the cost of keeping one you already have.

Why is it important to act ethically in all dealings with customers?

When delivering bad news to a customer, you should typically:

Suggest practices that companies can employ to ensure the highest standards of professionalism and ethics in its delivery of customer service.

Why are bad news skills important?

The Golden Rule of ethical customer service is: Are you treating the customer the way you would like to be treated in a similar situation?

Human Relations: a Background

Self-Concept and Self-Esteem in Human Relations

Self-Awareness and Self-Disclosure

Attitudes and Values in Human Relations

Motivation: Increasing Productivity

Communication and Human Relations

People, Groups, and Teams

Achieving Emotional Control

Individual and Organizational Change

Creativity and Human Relations

Conflict Management

Stress and Stress Management

Human Relations in a World of Diversity

Business Ethics and Social Responsibility

Maintaining Workplace Health and Success

Filters

Exam 13: Your External and Internal Customers

In the context of a business environment, bad news skills refer to:

Thanking the customer for his or her patience and for bringing the problem to your attention is a positive way to end a customer interaction.

Which of the following is true of a customer complaint?

Uranus, a retail store, provides supervised child care for its customers. This is an example of:

Unlike their internal counterparts, the external customers are tied to a company more directly.

What is the self-esteem trap?

When a customer with an injured hand had to fill out a long customer survey form, Jason, the store manager, took time out to do it for her. Jason was "going the extra mile" for the customer.

A(n) _____ trap is the circumstance that comes from taking a customer's attack personally and letting it affect how you feel about yourself.

Which of the following is the most important factor in the customer complaint process?

The customer service ethics of a company or organization is independent of the quality of the services its customers will receive.

Why should firms encourage complaints ?

Which of the following practices should be avoided when delivering bad news to a customer?

Regardless of company decisions, a loyal customer should be given the flexibility of going against the decisions if needed.

List three basic human needs that all customers share.

The cost of finding a new customer is considerably lower than the cost of keeping one you already have.

Why is it important to act ethically in all dealings with customers?

When delivering bad news to a customer, you should typically:

Suggest practices that companies can employ to ensure the highest standards of professionalism and ethics in its delivery of customer service.

Why are bad news skills important?

The Golden Rule of ethical customer service is: Are you treating the customer the way you would like to be treated in a similar situation?

Human Relations: a Background

Self-Concept and Self-Esteem in Human Relations

Self-Awareness and Self-Disclosure

Attitudes and Values in Human Relations

Motivation: Increasing Productivity

Communication and Human Relations

People, Groups, and Teams

Achieving Emotional Control

Individual and Organizational Change

Creativity and Human Relations

Conflict Management

Stress and Stress Management

Human Relations in a World of Diversity

Business Ethics and Social Responsibility

Maintaining Workplace Health and Success

Filters