Deck 6: Developing Customer Focus

Question 1

Customer service is the ability of an organization to consistently give customers what they want and need.

Answer 1

True

Question 2

A consumer who buys a new television is an external customer of an electronics store.

Answer 2

True

Question 3

It is appropriate to violate company standards or policies if it means keeping a customer.

Answer 3

False

Question 4

When you make a mistake at work, it is best to ignore it or hide the fact that you made an error.

Question 5

A smile is always appropriate when dealing with customers.

Question 6

When you are helpful and provide assistance to your internal customers, they are likely to return the favor by providing you with excellent service as well.

Question 7

It is not necessary for an organization to have effective internal customer service in order to provide good external customer service.

Question 8

Problems can be avoided by learning to anticipate the customer's needs and providing solutions to their concerns before they even ask for help.

Question 9

Thanking the caller at the end of a telephone conversation is an important part of effective customer service.

Question 10

You can show your commitment to internal customers by:

A) not coming to work on time.
B) being polite and courteous.
C) answering questions or calls at your leisure.
D) All the above

Question 11

Interpersonal space boundaries can be based on:

A) cultural preference.
B) individual preferences.
C) company preferences.
D) Both A and B

Question 12

Effective customer service should be an important goal of nonprofit organizations.

Question 13

When dealing with customers, you should:

A) explain issues or points clearly or fully.
B) assume the customer already has all the necessary information.
C) discuss only the issues or points that are in question.
D) None of the above

Question 14

It is important to follow up with a customer to determine whether or not a solution has been implemented or was effective.

Question 15

Excellent internal customer service can lead to:

A) employee satisfaction.
B) employee loyalty.
C) employee retention.
D) All the above

Question 16

When dealing with customers' concerns, offer customers only one solution so they do not become confused.

Question 17

Using an appropriate tone of voice is important only when dealing with external customers.

Question 18

Effective listening requires that you be focused on what the other person is saying and not on what is happening around you.

Question 19

Handling all email messages immediately when they are received is the best way to manage your email customer service duties.

Question 20

After a problem has been identified, the next step in problem solving is to:

A) collect and analyze information.
B) determine options.
C) evaluate options and implement a solution.
D) evaluate the solution.

Question 21

When a company offers customers the option of searching for answers to their questions on the company website, it is called:

A) web surfing.
B) web self-service.
C) live chat.
D) web chat.

Question 23

Which of the following is an example of an empathy statement?

A) I am sorry your shipment did not arrive on time.
B) We appreciate your business.
C) I can imagine it is frustrating when a shipment does not arrive when you expect it.
D) Both A and B

Question 24

Effective telephone communications include:

A) listening for facts.
B) repeating back to the customer what you believe the customer said.
C) acting to handle the problem or issue.
D) All the above

Question 25

When a customer becomes angry:

A) take the comments personally.
B) refuse to listen to the customer's concern.
C) acknowledge the situation and ask what you can do to solve the problem.
D) All the above

Question 26

To effectively handle customer conflicts:

A) listen carefully to customers' problems.
B) do not accept blame on behalf of your department or company.
C) ignore trivial concerns and handle only major issues.
D) Both A and B

Question 27

Human relations skills are demonstrated by:

A) showing respect for others.
B) having empathy for others.
C) showing support for the skills and ideas of others.
D) All the above

Question 28

Appropriate email customer service skills include:

A) designating specific times during the day to check and answer email messages.
B) answering only messages to which you can provide a positive answer.
C) checking your messages only once per day.
D) Both A and B

Question 29

Listening effectively when dealing with customers:

A) shows that you care about your customers.
B) says to the customer that you believe he or she is important.
C) does not require human relations skills.
D) Both A and B

Question 30

When dealing with an abusive customer on the telephone:

A) do not let yourself become angry.
B) look for points of agreement.
C) hang up; you do not need to deal with verbal abuse.
D) Both A and B

Question 31

When dealing with customers, you should make eye contact:

A) rarely, because it makes a person uncomfortable.
B) every once in a while.
C) frequently.
D) None of the above