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