18 Questions
Offering to replace a lost delivery and refunding the customer's money can lead to a loss of customer loyalty.
False
Anticipating customers' needs before they articulate them is not an important aspect of providing great customer service.
False
Customers want to be treated like a number in a ticket queue.
False
KPIs are only used by public organizations to evaluate business performance.
False
Setting vague or unrealistic objectives is a good practice for achieving customer service goals.
False
Exceeding customer expectations is not important for building trust and loyalty.
False
Setting goals that are Specific, Measurable, Attainable, Relevant, and Time-bound helps to improve customer satisfaction rate.
True
Customers prefer brands that offer high-quality products but slow customer support.
False
Exceeding customer expectations does not lead to increased customer satisfaction.
False
Using live chat to deliver real-time assistance is a way to automate customer support.
False
Building trust with customers is achieved by promising more than what can be delivered.
False
Conducting customer needs analysis is essential to understand customer preferences and improve customer satisfaction.
True
A majority of customers prefer to interact with a company rather than a person.
False
Paying attention to customer feedback is only necessary in real-time.
False
Keeping promises to customers is a way to exceed their expectations.
False
Actively listening to customers increases the chances of solving their real problems.
True
Self-service is a way to provide personalized customer service.
False
Sending gifts to customers on their birthdays is a way to proactively support them.
False
Learn how to provide exceptional customer service by being proactive and going the extra mile. Discover the importance of being helpful and resolving customer issues promptly.
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