Podcast
Questions and Answers
A customer-focused company prioritizes profits over customer satisfaction.
A customer-focused company prioritizes profits over customer satisfaction.
False (B)
Customer service is only the responsibility of the customer service department within a company.
Customer service is only the responsibility of the customer service department within a company.
False (B)
Service excellence is not important for a customer-focused company.
Service excellence is not important for a customer-focused company.
False (B)
A customer-focused company listens to the needs of its customers and takes actions to satisfy those needs.
A customer-focused company listens to the needs of its customers and takes actions to satisfy those needs.
Developing a customer-friendly attitude is one of the basics of customer service excellence.
Developing a customer-friendly attitude is one of the basics of customer service excellence.
Customer service is not just about the customer service department, it's a company culture that encompasses every individual at every level.
Customer service is not just about the customer service department, it's a company culture that encompasses every individual at every level.
Creating a customer-centered culture in a company is not important for being customer-focused.
Creating a customer-centered culture in a company is not important for being customer-focused.
Smiling when you talk on the phone is not important for good customer service.
Smiling when you talk on the phone is not important for good customer service.
Changing the stress on words is not a recommended technique for effective communication.
Changing the stress on words is not a recommended technique for effective communication.
Taking long, slow, deep breaths is not a technique for managing stress during customer interactions.
Taking long, slow, deep breaths is not a technique for managing stress during customer interactions.
The Customer's six Basic Needs include Patience, Flexibility, and Honesty.
The Customer's six Basic Needs include Patience, Flexibility, and Honesty.
Dealing with Difficult Customers involves 5 steps to be followed in order.
Dealing with Difficult Customers involves 5 steps to be followed in order.
Billing mistakes and Incompetent employees are examples of Identifying Elements of Complaint.
Billing mistakes and Incompetent employees are examples of Identifying Elements of Complaint.
Saying 'No' and 'I don't know' are two of the TEN MAJOR DON'TS OF CUSTOMER SERVICE.
Saying 'No' and 'I don't know' are two of the TEN MAJOR DON'TS OF CUSTOMER SERVICE.
Using phrases like 'I understand your frustration' and 'I can help you' are NOT recommended in customer service.
Using phrases like 'I understand your frustration' and 'I can help you' are NOT recommended in customer service.
'You need to talk to my manager' is a suitable response for a customer complaint according to the text.
'You need to talk to my manager' is a suitable response for a customer complaint according to the text.
Educating all staff for a definite attitude change is not necessary for building a customer focused company.
Educating all staff for a definite attitude change is not necessary for building a customer focused company.
Developing consistency in friendliness, courtesy, responsiveness, and accuracy is not important for building a customer focused company.
Developing consistency in friendliness, courtesy, responsiveness, and accuracy is not important for building a customer focused company.
It costs the same amount of marketing and sales dollars to gain a new customer as it does to retain a current one.
It costs the same amount of marketing and sales dollars to gain a new customer as it does to retain a current one.
A lost account survey is beneficial for understanding why customers have been retained.
A lost account survey is beneficial for understanding why customers have been retained.
Web-based surveys cannot be conducted through e-mail invitations or written questionnaires.
Web-based surveys cannot be conducted through e-mail invitations or written questionnaires.
Telephone is not considered as the customer's first contact according to the text.
Telephone is not considered as the customer's first contact according to the text.
Filling all orders within two days of receipt is a specific and measurable standard for service excellence according to the text.
Filling all orders within two days of receipt is a specific and measurable standard for service excellence according to the text.
