Customer-Focused Company Quiz

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A customer-focused company prioritizes profits over customer satisfaction.

False

Customer service is only the responsibility of the customer service department within a company.

False

Service excellence is not important for a customer-focused company.

False

A customer-focused company listens to the needs of its customers and takes actions to satisfy those needs.

True Signup and view all the answers

Developing a customer-friendly attitude is one of the basics of customer service excellence.

True Signup and view all the answers

Customer service is not just about the customer service department, it's a company culture that encompasses every individual at every level.

True Signup and view all the answers

Creating a customer-centered culture in a company is not important for being customer-focused.

False Signup and view all the answers

Smiling when you talk on the phone is not important for good customer service.

False Signup and view all the answers

Changing the stress on words is not a recommended technique for effective communication.

False Signup and view all the answers

Taking long, slow, deep breaths is not a technique for managing stress during customer interactions.

False Signup and view all the answers

The Customer's six Basic Needs include Patience, Flexibility, and Honesty.

False Signup and view all the answers

Dealing with Difficult Customers involves 5 steps to be followed in order.

False Signup and view all the answers

Billing mistakes and Incompetent employees are examples of Identifying Elements of Complaint.

True Signup and view all the answers

Saying 'No' and 'I don't know' are two of the TEN MAJOR DON'TS OF CUSTOMER SERVICE.

True Signup and view all the answers

Using phrases like 'I understand your frustration' and 'I can help you' are NOT recommended in customer service.

False Signup and view all the answers

'You need to talk to my manager' is a suitable response for a customer complaint according to the text.

False Signup and view all the answers

Educating all staff for a definite attitude change is not necessary for building a customer focused company.

False Signup and view all the answers

Developing consistency in friendliness, courtesy, responsiveness, and accuracy is not important for building a customer focused company.

False Signup and view all the answers

It costs the same amount of marketing and sales dollars to gain a new customer as it does to retain a current one.

False Signup and view all the answers

A lost account survey is beneficial for understanding why customers have been retained.

False Signup and view all the answers

Web-based surveys cannot be conducted through e-mail invitations or written questionnaires.

False Signup and view all the answers

Telephone is not considered as the customer's first contact according to the text.

False Signup and view all the answers

Filling all orders within two days of receipt is a specific and measurable standard for service excellence according to the text.

True Signup and view all the answers

Customer-Focused Company Quiz

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Questions and Answers

A customer-focused company prioritizes profits over customer satisfaction.

Customer service is only the responsibility of the customer service department within a company.

Service excellence is not important for a customer-focused company.

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.

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.

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.

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.

Dealing with Difficult Customers involves 5 steps to be followed in order.

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.

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.

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.

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.

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.

Filling all orders within two days of receipt is a specific and measurable standard for service excellence according to the text.

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