Deck 7: Extreme Customers and Customer Retention

Question 1

Always ask as many questions as it takes to understand the full scope of the issue and then when the facts are gathered, tell the consumer what steps you plan to take to solve the problem.

Answer 1

True

Question 2

Quiet customers are the ones who don't communicate problems-they let their complaints build up to the point that they think it's easier to simply leave rather than attempt to address the issue.

Answer 2

True

Question 3

When you ease a complainant by saying, "I understand" or "What can I do to help?" you are sending the message that you fully agree with the customer's position.

Answer 3

False

Question 4

Unlike comment cards and surveys, an organization's frontline employees and CSRs are not reliable resources for customer feedback.

Question 5

It is important to remember that placing blame will usually satisfy the customer and fix the problem as well.

Question 6

A customer-oriented website should consider including a customer feedback form, the company's contact information, an online customer forum, a live chat, and a frequently asked questions page.

Question 7

A quiet customer who finds conflict so distasteful that he or she will do anything to avoid it is referred to as a(n)

A) accumulator.
B) thinker.
C) runner.
D) busy bee.

Question 8

The best time to deal with a customer's criticism is after the complaint has occurred and the customer has left the business location.

Question 9

When dealing with extreme customers, CSRs need to apply special skills in order to access and respond to complaints.

Question 10

Unlike other customers, those who are especially vocal or angry respond to reason and rarely become abusive, personal, or threatening.

Question 11

Most companies find that customer feedback is not useful in developing quality standards that help prevent customer dissatisfaction and possible defection.

Question 12

A mystery shopper is a third-party person who anonymously and objectively evaluates a business on the overall shopping experience.

Question 13

An attractive and informative website that is easy to use and accessible to customers is a critical component of self-service.

Question 14

A customer retention strategy focuses on how long you can keep a customer on your premises.

Question 15

One of the most important items self-service systems contain is an accurate and well-written knowledge base that contains information on how to resolve common service issues.

Question 16

Trigger phrases that you should avoid using with customers are "I can" and "we do."

Question 17

To exceed customers' expectations and provide exceptional service, successful companies should anticipate and solve problems soon after they occur.

Question 18

When a dissatisfied customer is only satisfied by talking to a supervisor, the CSR should first collect all the information relative to the problem at hand and present it to the manager.

Question 19

A post-episodic survey is designed to gather information from the customer who has had a negative experience or problem with the shopping experience.

Question 20

Two crucial recovery steps that CSRs should follow are: 1) acknowledge the receipt of every complaint immediately and 2) explain in writing exactly how you will remedy the problem.

Question 21

The most important reason angry customers behave the way they do is

A) they have had prior bad experiences.
B) they resented potential loss of money.
C) they felt a loss of control.
D) all of the above.

Question 22

Positive approaches that help when interacting with customers are referred to as

A) softening techniques.
B) soft skills.
C) service recovery.
D) none of the above.

Question 23

A popular proactive approach in customer service that empowers customers to go to a company's website and initiate most of the queries and functions normally handled by a call center is called

A) service recovery.
B) customer self-service.
C) softening techniques.
D) proactive problem solving.

Question 24

A concern that is problematic and compels companies to take action immediately is

A) the quality of merchandise.
B) the quality of service.
C) an employee's lack of courtesy.
D) all of the above.

Question 25

The mental state that customers have about a company and its products or services when their expectations have been met or exceeded is referred to as

A) customer satisfaction.
B) proactive problem solving.
C) softening techniques.
D) customer retention.