Deck 2: The Challenges of Customer Service

Question 1

For excellent customer service to exist, the successful joining of corporate values and employee values must occur.Values are:

A)legal guidelines as to what is right and wrong.
B)our interpretation of company policies.
C)what our parents taught us to believe.
D)a combination of beliefs, perceptions, and ideas as to the appropriate response to a situation.

Answer 1

D

Question 2

Jacob was initially ignored and treated rudely by the sales person as he shopped for his first car.He returned to his home discouraged about the process of purchasing a vehicle.As he shared his feelings about the experience with his friend, he was expressing his .

A)perception
B)expectation
C)philosophy
D)credibility

Answer 2

A

Question 3

What are some techniques for cultivating credibility?

Answer 3

Show your dedication to customers.
6.Treat all your customers and coworkers with the same high level of respect.
7.Apologize if you are wrong.
8.Remember that credibility is harder to regain than it is to keep.

Question 4

Explain the six techniques for exceeding customers' expectations.

Question 5

How do primary expectations differ from secondary ones?

Question 6

Credibility is made up of the combination of our current knowledge, , and professionalism.

A)who we know
B)reputation
C)physical appearance
D)ideas

Question 7

Why are so many people talking about customer service and yet doing so little to improve its quality?

Question 8

Why is credibility important to convey to your customer?

Question 9

Which of the following is not a barrier to excellent customer service?

A)laziness.
B)poor time management.
C)insufficient authority.
D)ability to handle stress.

Question 10

What are some common barriers to customer service?

Question 11

Describe an example of a situation in which scope of influence hurt or helped your business.

Question 12

Why should we consider our customers' perceptions?

Question 13

Scope of influence is:

A)the basis of self motivation.
B)our ability to influence others.
C)anything we do for the customer.
D)a problem solving strategy.

Question 14

How relevant is the reality that some customers may perceive your service inaccurately?