Question 1

Giving a customer a coupon for free shipping or 15 percent off of a future order is an example of which customer service strategy?&#10;A) Show respect for customers.&#10;B) Explain the situation.&#10;C) Go the extra mile.&#10;D) Take responsibility.

Accepted Answer

Offering a coupon for free shipping or a discount on a future order is an example of going the extra mile. This strategy involves doing more than what is expected to ensure customer satisfaction and loyalty.

Question 2

Your tone of voice can be as important as your words when talking with customers.

Accepted Answer

The tone of voice can convey empathy, confidence, and sincerity, significantly impacting how the message is received and interpreted by the customer.

Question 3

Effective telephone customer service skills include&#10;A) answering the phone courteously.&#10;B) putting a &#34;smile&#34; in your voice by using a friendly tone.&#10;C) speaking at an appropriate volume, pitch, and speed.&#10;D) All of the above

Accepted Answer

All of the options listed are components of effective telephone customer service skills. Answering the phone courteously, using a friendly tone, and speaking at an appropriate volume, pitch, and speed are all important for creating a positive experience for the caller.

Question 4

All customer concerns should be given serious attention.

Accepted Answer

Addressing customer concerns seriously helps in building trust, improving service or product quality, and maintaining a positive relationship with the customer.

Question 5

You can demonstrate your commitment to serving internal customers by&#10;A) coming to work on time.&#10;B) saying &#34;please&#34; when asking for assistance.&#10;C) answering calls quickly.&#10;D) All of the above

Accepted Answer

Demonstrating commitment to serving internal customers involves actions that show respect, efficiency, and professionalism, such as punctuality, polite communication, and prompt responses.

Question 6

When dealing with an abusive customer&#10;A) immediately call security.&#10;B) look for points of agreement with the customer.&#10;C) increase your volume to make sure you are heard.&#10;D) All of the above

Accepted Answer

Looking for points of agreement with the customer can help de-escalate the situation by finding common ground and showing the customer that you are trying to understand their perspective and solve the problem, rather than escalating the conflict or dismissing their concerns.

Question 7

A grocery store employee purchasing groceries on his or her day off is an example of an internal customer.

Accepted Answer

An internal customer is someone who works within the organization and relies on other employees or departments to provide services or products to accomplish their job, whereas a grocery store employee purchasing groceries on their day off is acting as an external customer, engaging in a transaction similar to any other shopper.

Question 8

You should treat all customers with respect and courtesy, even when they are at fault or do not have a legitimate complaint.

Accepted Answer

Treating all customers with respect and courtesy is a fundamental principle of good customer service, fostering a positive relationship and potentially turning a negative situation into a positive experience.

Question 9

&#34;Let's do this&#34; is an example of a calming phrase.

Accepted Answer

The answer of &#34;Let's do this&#34; is an example of...

Question 10

It is never a good idea to admit you made a mistake with a customer.

Accepted Answer

Admitting a mistake with a customer can build trust and credibility, showing that you value honesty and are committed to resolving issues.

Question 11

When dealing with conflict, you should&#10;A) listen carefully to customers' concerns or problems.&#10;B) work hard to make your customers happy.&#10;C) offer several resolutions for the client to choose from.&#10;D) All of the above

Accepted Answer

The answer of When dealing with conflict, you should&#10;A) listen...

Question 12

Listening is more than hearing what the speaker is saying.

Accepted Answer

The answer of Listening is more than hearing what the...

Question 13

You should always give customers what they want because &#34;The customer is always right.&#34;

Accepted Answer

The answer of You should always give customers what they...

Question 14

Mentally registering the key words the speaker is using and mentally repeating key ideas or related points is an example of listening&#10;A) actively.&#10;B) for facts.&#10;C) without judgment.&#10;D) All of the above

Accepted Answer

The answer of Mentally registering the key words the speaker...

Question 15

Which is an example of an internal customer?&#10;A) a consumer who buys a new car&#10;B) a student who visits a library&#10;C) an employee who visits the computer help desk&#10;D) an organization that contracts with a landscaper

Accepted Answer

The answer of Which is an example of an internal...

Question 16

&#34;What seems to be the problem?&#34; is a calming phrase when dealing with a customer issue.

Accepted Answer

The answer of &#34;What seems to be the problem?&#34; is...

Question 17

Which is an example of an empathy statement?&#10;A) Tell me more about . . .&#10;B) Thank you.&#10;C) It will be ready tomorrow.&#10;D) How can I help?

Accepted Answer

The answer of Which is an example of an empathy...

Question 18

Which statement shows effective customer service?&#10;A) I don't know.&#10;B) That's our policy.&#10;C) I will find out.&#10;D) You'll have to . . .

Accepted Answer

The answer of Which statement shows effective customer service?&#10;A) I...

Question 19

Good listening skills include&#10;A) listening for facts.&#10;B) searching for subtle meanings.&#10;C) being patient.&#10;D) All of the above

Accepted Answer

The answer of Good listening skills include&#10;A) listening for facts.&#10;B)...

Question 20

Customer service is saying the words the customer wants to hear.

Accepted Answer

The answer of Customer service is saying the words the...

Question 21

Match between columns&#10;                        Premises: The ability of an organization to consistently give customers what they want and need&#10;The ability of an organization to consistently give customers what they want and need&#10;The ability of an organization to consistently give customers what they want and need&#10;The ability of an organization to consistently give customers what they want and need&#10;The ability of an organization to consistently give customers what they want and need&#10;The ability of an organization to consistently give customers what they want and need&#10;The ability of an organization to consistently give customers what they want and need&#10;The ability of an organization to consistently give customers what they want and need&#10;The ability of an organization to consistently give customers what they want and need&#10;The ability of an organization to consistently give customers what they want and need&#10;A commitment to providing high-quality customer service to all customers&#10;A commitment to providing high-quality customer service to all customers&#10;A commitment to providing high-quality customer service to all customers&#10;A commitment to providing high-quality customer service to all customers&#10;A commitment to providing high-quality customer service to all customers&#10;A commitment to providing high-quality customer service to all customers&#10;A commitment to providing high-quality customer service to all customers&#10;A commitment to providing high-quality customer service to all customers&#10;A commitment to providing high-quality customer service to all customers&#10;A commitment to providing high-quality customer service to all customers&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;The trait that allows people to change their way of thinking, change the way they do their work, and embrace and learn new ways of completing tasks and conducting business&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Non-employees or organizations that buy or use the products and services provided by the company&#10;Messages you convey with words&#10;Messages you convey with words&#10;Messages you convey with words&#10;Messages you convey with words&#10;Messages you convey with words&#10;Messages you convey with words&#10;Messages you convey with words&#10;Messages you convey with words&#10;Messages you convey with words&#10;Messages you convey with words&#10;Someone who buys or uses the products or services of a company or organization&#10;Someone who buys or uses the products or services of a company or organization&#10;Someone who buys or uses the products or services of a company or organization&#10;Someone who buys or uses the products or services of a company or organization&#10;Someone who buys or uses the products or services of a company or organization&#10;Someone who buys or uses the products or services of a company or organization&#10;Someone who buys or uses the products or services of a company or organization&#10;Someone who buys or uses the products or services of a company or organization&#10;Someone who buys or uses the products or services of a company or organization&#10;Someone who buys or uses the products or services of a company or organization&#10;Understanding or concern for someone's feelings or position&#10;Understanding or concern for someone's feelings or position&#10;Understanding or concern for someone's feelings or position&#10;Understanding or concern for someone's feelings or position&#10;Understanding or concern for someone's feelings or position&#10;Understanding or concern for someone's feelings or position&#10;Understanding or concern for someone's feelings or position&#10;Understanding or concern for someone's feelings or position&#10;Understanding or concern for someone's feelings or position&#10;Understanding or concern for someone's feelings or position&#10;Messages you convey without words&#10;Messages you convey without words&#10;Messages you convey without words&#10;Messages you convey without words&#10;Messages you convey without words&#10;Messages you convey without words&#10;Messages you convey without words&#10;Messages you convey without words&#10;Messages you convey without words&#10;Messages you convey without words&#10;Abilities that allow one to interact with others effectively&#10;Abilities that allow one to interact with others effectively&#10;Abilities that allow one to interact with others effectively&#10;Abilities that allow one to interact with others effectively&#10;Abilities that allow one to interact with others effectively&#10;Abilities that allow one to interact with others effectively&#10;Abilities that allow one to interact with others effectively&#10;Abilities that allow one to interact with others effectively&#10;Abilities that allow one to interact with others effectively&#10;Abilities that allow one to interact with others effectively&#10;Departments or employees within an organization who use the products or services provided by others within the organization&#10;Departments or employees within an organization who use the products or services provided by others within the organization&#10;Departments or employees within an organization who use the products or services provided by others within the organization&#10;Departments or employees within an organization who use the products or services provided by others within the organization&#10;Departments or employees within an organization who use the products or services provided by others within the organization&#10;Departments or employees within an organization who use the products or services provided by others within the organization&#10;Departments or employees within an organization who use the products or services provided by others within the organization&#10;Departments or employees within an organization who use the products or services provided by others within the organization&#10;Departments or employees within an organization who use the products or services provided by others within the organization&#10;Departments or employees within an organization who use the products or services provided by others within the organization

Accepted Answer

The Answer of empathy and customer focus and internal customers is...

Deck 7: Customer Service