Customer Service Excellence
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Questions and Answers

Which of these is NOT a characteristic of excellent customer service?

  • Being prompt
  • Being professional
  • Being a good listener (correct)
  • Being polite and friendly

    • Which factor do customers identify as one of the most important for excellent customer service?

  • Being polite and friendly
  • Being professional
  • Being prompt (correct)
  • Being a good listener

    • What should you do if a customer is waiting for assistance?

  • Politely acknowledge the waiting customer (correct)
  • Socialize with employees
  • Socialize with other customers
  • Ignore the waiting customer

    • What should you do if a customer is angry?

    <p>Remain patient and calm</p> Signup and view all the answers

    Why is it important to be a good listener when providing customer service?

    <p>To gain more information about what the customer needs</p> Signup and view all the answers

    Which of the following is a key characteristic of excellent customer service?

    <p>Being a good listener</p> Signup and view all the answers

    What is customer service?

    <p>The ability to provide excellent service</p> Signup and view all the answers

    Why do employers consider customer service skills important?

    <p>To ensure business success</p> Signup and view all the answers

    When does customer service take place?

    <p>In person, on the internet, through the mail, or over the phone</p> Signup and view all the answers

    What happens if a business provides bad customer service?

    <p>Customers have a bad experience and don't return</p> Signup and view all the answers

    True or false: Being polite and friendly is not important when providing excellent customer service.

    <p>False</p> Signup and view all the answers

    True or false: Promptness is not a significant factor in providing excellent customer service.

    <p>False</p> Signup and view all the answers

    True or false: Active listening is not necessary for providing excellent customer service.

    <p>False</p> Signup and view all the answers

    Match the following customer service characteristics with their descriptions:

    <p>Be Polite and Friendly = Always greet customers and acknowledge their presence Be Prompt = Provide service quickly and efficiently Be a Good Listener = Listen to what the customer has to say and show active interest Be Professional = Remain patient, calm, respectful, and knowledgeable</p> Signup and view all the answers

    Match the following customer service actions with their outcomes:

    <p>Ignoring customers = Customers feel it is rude and bad customer service Acknowledging waiting customers = Customers feel appreciated Responding quickly to phone or email = Customers become less frustrated Maintaining eye contact while listening = Shows the customer that you are actively listening</p> Signup and view all the answers

    Match the following actions with their customer service characteristics:

    <p>Greeting customers with a warm smile = Be Polite and Friendly Paying close attention to how long a customer is waiting = Be Prompt Not interrupting when a customer is speaking = Be a Good Listener Addressing customers in a respectful, friendly tone = Be Professional</p> Signup and view all the answers

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