Customer Service Excellence

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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?

Remain patient and calm Signup and view all the answers

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

To gain more information about what the customer needs Signup and view all the answers

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

Being a good listener Signup and view all the answers

What is customer service?

The ability to provide excellent service Signup and view all the answers

Why do employers consider customer service skills important?

To ensure business success Signup and view all the answers

When does customer service take place?

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

What happens if a business provides bad customer service?

Customers have a bad experience and don't return Signup and view all the answers

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

False Signup and view all the answers

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

False Signup and view all the answers

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

False Signup and view all the answers

Match the following customer service characteristics with their descriptions:

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 Signup and view all the answers

Match the following customer service actions with their outcomes:

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 Signup and view all the answers

Match the following actions with their customer service characteristics:

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 Signup and view all the answers