Podcast
Questions and Answers
Which of the following is an example of managing customer expectations?
Which of the following is an example of managing customer expectations?
- Offering a discount on bulk purchases
- Increasing production efficiency
- Underpromising and overdelivering (correct)
- Reducing employee headcount
Internal customers are individuals who purchase goods or services from a company.
Internal customers are individuals who purchase goods or services from a company.
False (B)
Customer-centric companies prioritize meeting profit targets over customer satisfaction.
Customer-centric companies prioritize meeting profit targets over customer satisfaction.
False (B)
Which is a key factor for a successful customer visit?
Which is a key factor for a successful customer visit?
SPC stands for Sales Process Control in customer service.
SPC stands for Sales Process Control in customer service.
Managing customer expectations involves promising more than can be delivered.
Managing customer expectations involves promising more than can be delivered.
Specifications in customer service are flexible and can be adjusted based on customer feedback.
Specifications in customer service are flexible and can be adjusted based on customer feedback.
Which of the following actions best addresses customer complaints?
Which of the following actions best addresses customer complaints?
Which of these is considered an external customer?
Which of these is considered an external customer?
Customer requirements are defined as:
Customer requirements are defined as:
Offering low-quality service is acceptable when dealing with internal customers.
Offering low-quality service is acceptable when dealing with internal customers.
In customer service, the 'Golden Rule' implies:
In customer service, the 'Golden Rule' implies:
Enhancing customer interactions is a secondary concern for companies focused on customer satisfaction.
Enhancing customer interactions is a secondary concern for companies focused on customer satisfaction.
In customer service, 'exceeding expectations' means:
In customer service, 'exceeding expectations' means:
'Silo mentality' refers to encouraging collaboration between departments in an organization.
'Silo mentality' refers to encouraging collaboration between departments in an organization.
Conducting a root cause analysis is unnecessary when addressing customer complaints.
Conducting a root cause analysis is unnecessary when addressing customer complaints.
What is the primary focus of a customer-centric company?
Maximizing short-term profits
What is the primary focus of a customer-centric company? Maximizing short-term profits
The difference between specifications and expectations is that specifications are:
The difference between specifications and expectations is that specifications are:
Internal customers are best described as:
Internal customers are best described as:
What does SPC stand for in the context of customer service?
What does SPC stand for in the context of customer service?
Which concept is best described by the phrase 'silo mentality'?
Which concept is best described by the phrase 'silo mentality'?
What is the best approach when dealing with an internal customer?
What is the best approach when dealing with an internal customer?
A company focused on customer satisfaction would prioritize:
A company focused on customer satisfaction would prioritize:
The 'Golden Rule' in customer service means prioritizing profit over customer satisfaction.
The 'Golden Rule' in customer service means prioritizing profit over customer satisfaction.
In customer service, specifications refer to:
In customer service, specifications refer to:
Flashcards
Capital of France (example flashcard)
Capital of France (example flashcard)
Paris
