Deck 8: Managing Customer Service

Question 1

Most customer service representative jobs require an associate's or bachelor's degree.

Answer 1

False

Question 2

Currently, there is no type of professional certification available to those working in the customer service industry.

Answer 2

False

Question 3

When difficult people are ignored, they tend to stop their bad behavior.

Answer 3

False

Question 4

Managers build trust by treating all personal situations of employees the same.

Question 5

When employees are not trained and unable to answer a customer's question about a product or service, credibility suffers and this can result in lost sales.

Question 6

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

Question 7

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

Question 8

Employees for companies with established service standards tend to achieve a higher level of productivity.

Question 9

Valuable leaders of customer service departments are usually well-organized and know how to motivate employees.

Question 10

One of the most important rules for disagreeing diplomatically is to reflect your understanding of the other's position or opinion.

Question 11

Most of the best managers in an organization are brought in from outside the company and are not promoted up through the ranks.

Question 12

The CSR position is a good occupation that affords the opportunity to learn solid business skills and often leads to administrative, sales, and other related positions within organizations.

Question 13

Customer service employees are often at the top of the company's pay scale.

Question 14

Managers effectively develop people by rewarding successes and addressing problems promptly.

Question 15

It is uncommon for workplaces to suffer from conflict.

Question 16

Standards tell workers what is expected of them in both the quality and quantity of their work.

Question 17

It is a sound management practice to give CSRs the authority to handle customer complaints and concerns on the spot and allow them to use that authority without fear of repercussion.

Question 18

When managers monitor customer service calls, they pay attention to the tone and manner the CSR uses to discuss various situations with customers.

Question 19

Typically, CSRs work inside offices or cubicles between 35 and 40 hours per week, with occasional overtime, night, and weekend hours.

Question 20

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.

Question 21

Which of the following is not a step you would use to resolve a conflict?

A) determine if a problem actually exists
B) discuss the problem in an open setting instead of privately
C) ask for feedback while you are speaking
D) respect the other person's opinion

Question 22

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

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

Question 23

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

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

Question 24

Customer service employees know they are valued and appreciated when companies

A) train them.
B) empower them.
C) reward them.
D) all of the above.

Question 25

Which of the following is an example of a well-written performance standard?

A) Credits on product returns will be posted within a reasonable amount of time of their receipt.
B) Ninety-eight percent of online customer inquiries will be answered live within five minutes of their receipt.
C) At least half of customer complaints will receive first-call resolution status.
D) CSRs with an excellent record of customer satisfaction may receive a raise.