Customer Service Importance Quiz

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Taking Responsibility When a customer comes to you with a problem it is important that you take ______ to solve the problem.

responsibility

You can take responsibility for a customer complaint in the following ways: Listen without interruption and with full attention Behave without aggression, and without ______

arguing

Do not extend excuses for the problem, and thank the customer for drawing their attention to it and helping solve it Express sympathy and full ______

understanding

Begin the Problem Solving Process Introduction: After you have listened to, and taken reasonability for, the customer's complaint the problem solving process will ______

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Ask ______ to get more complete picture of the situation.

Questions Signup and view all the answers

Identify the Customer's ______

Needs Signup and view all the answers

Explain What You Can and Cannot ______

Do Signup and view all the answers

Discuss ______

Options Signup and view all the answers

Undertake the agreed upon action ______

immediately Signup and view all the answers

Ask any CEO of a company, president of a bank, manager of an office, minister or staff person and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince the audience how much they believe in ______ service.

customer Signup and view all the answers

It is our mission, it is our number one priority, it is our goal, it is why we are in business, etc...,” often prove to be mere ______.

epitaphs Signup and view all the answers

Unfortunately, these same “customer friendly” executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are ______ and overblown.

unjustified Signup and view all the answers

The three key elements of customer service are: Expanding your Definition of Service, Deciding Who Are Your ______?

Customers Signup and view all the answers

How you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer ______.

service Signup and view all the answers

“Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide ______.

satisfaction Signup and view all the answers

In essence, the customer should walk away pleased at the result of the transaction - not just content but actually ______.

happy Signup and view all the answers

A happy customer will continue to be a buying customer and a ______ customer.

returning Signup and view all the answers

Who are Your ______?

Customers Signup and view all the answers

It is often not what you articulate but how it is presented.What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and ______?

respect Signup and view all the answers

The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the substance of what they have to say.As it turns out, substance is only part of the ______ of being persuasive and influencing perception.

equation Signup and view all the answers

On one level this seems unfair and superficial because what a person says and how they behave should be more important than if they are well groomed, smiling and ______.

dressed-up Signup and view all the answers

Yet visual perception plays a vital role in human impressions and reactions.For reasons psychologists do not always understand, nature and learned behavior have taught humans to perceive neat, smiling, well-presented individuals in a more ______ manner.

commanding Signup and view all the answers

The Interpersonal Actions of Customer Service It is clear that just looking good will not produce the desired level of customer satisfaction.The interpersonal actions in this list mean a great deal in the area of customer relations.They can change customer perceptions and ultimately affect the success of your customer relations efforts.VIEW THE ______.

LIST Signup and view all the answers

There is nothing like a smile and pleasant face to greet a customer, especially if he/she has a ______.

complaint Signup and view all the answers

What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and ______?

respect Signup and view all the answers

The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the ______ of what they have to say.

substance Signup and view all the answers

It is often not what you articulate but how it is presented.What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more ______ and respect?

authority Signup and view all the answers

Customer Service Importance Quiz

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Questions and Answers

Taking Responsibility When a customer comes to you with a problem it is important that you take ______ to solve the problem.

You can take responsibility for a customer complaint in the following ways: Listen without interruption and with full attention Behave without aggression, and without ______

Do not extend excuses for the problem, and thank the customer for drawing their attention to it and helping solve it Express sympathy and full ______

Begin the Problem Solving Process Introduction: After you have listened to, and taken reasonability for, the customer's complaint the problem solving process will ______

Ask ______ to get more complete picture of the situation.

Identify the Customer's ______

Explain What You Can and Cannot ______

Discuss ______

Undertake the agreed upon action ______

It is our mission, it is our number one priority, it is our goal, it is why we are in business, etc...,” often prove to be mere ______.

Unfortunately, these same “customer friendly” executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are ______ and overblown.

The three key elements of customer service are: Expanding your Definition of Service, Deciding Who Are Your ______?

How you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer ______.

“Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide ______.

In essence, the customer should walk away pleased at the result of the transaction - not just content but actually ______.

A happy customer will continue to be a buying customer and a ______ customer.

Who are Your ______?

It is often not what you articulate but how it is presented.What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and ______?

The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the substance of what they have to say.As it turns out, substance is only part of the ______ of being persuasive and influencing perception.

On one level this seems unfair and superficial because what a person says and how they behave should be more important than if they are well groomed, smiling and ______.

Yet visual perception plays a vital role in human impressions and reactions.For reasons psychologists do not always understand, nature and learned behavior have taught humans to perceive neat, smiling, well-presented individuals in a more ______ manner.

There is nothing like a smile and pleasant face to greet a customer, especially if he/she has a ______.

What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and ______?

The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the ______ of what they have to say.

It is often not what you articulate but how it is presented.What you wear and how you express yourself has a lot to do with how what you say is received.Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more ______ and respect?

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