26 Questions
What is one commonality among all companies or organizations that provide good service?
The development of a system and attitude promoting customer friendly service.
What does the term 'internal customer service' refer to?
It refers to how a company or organization treats coworkers.
What is the key to successful customer relations?
Communications and Relationships.
What is the significance of understanding what motivates the customer, according to the text?
It is essential for being successful in handling customers.
What does the term 'internal customer chain' refer to?
It refers to the concept that everyone, both inside and outside the company, is a customer.
What does the phrase 'The customer is always right' derive from, according to the text?
It is derived from the customer friendly environment.
According to the Wall Street Journal article mentioned in the text, what happens when employees are poorly treated?
They treat customers just as poorly.
What are the two critical qualities of the 'Customer Friendly Approach' mentioned in the text?
Communications and Relationships.
How should you grade insects if you are not sure if a specimen is A1?
Make it an A2.
What should you do if a specimen is rare when packing specimens?
Double wrap it.
What should be placed around a butterfly specimen before placing it into the paper triangle?
A piece of folded toilet tissue.
How should you pack eupholus spp. beetles?
Pack singly (unless otherwise directed by customer).
What information should be included when labeling a butterfly specimen?
Name and location of specimen (no abbreviations for provinces).
What should you do if a specimen is classified as A1 upon receipt of an order?
Replace the tissue paper with a fresh sheet.
What should you do if packing R.straussi beetles?
Pack in pairs.
How should live butterflies and beetles be prepared for packing?
Kill them first.
What should you do upon receipt of an order for a beetle specimen?
Double check to see if the specimen is A1.
How should you store the dried butterfly specimen?
In the appropriate storage cupboard.
What percentage of the Top-500 businesses took more than 5 days to answer a simple question?
42%
How long should business email be answered within to shine in customer service?
within 24 hours
What is the percentage of companies that don't bother to answer business emails at all?
35%
Which days should be especially checked when testing the response time of direct competition?
mondays, fridays and weekends
What is the suggested frequency for answering business emails to beat the competition?
twice a day with a 12 hour interval
What is the recommended action for small businesses in relation to handling business email?
check and answer e-mail regularly
What is the maximum amount of time suggested for answering business email?
24 hours
Why is it important for businesses to answer their business email promptly?
to retain customers and beat the competition
This quiz addresses the importance of understanding customer motivation and the role of internal customer service. It emphasizes the need for research on customer habits and expectations, as well as expanding the definition of customer service to include coworkers for overall success.
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