3948854
Descripción
Test por supreethshetty16, actualizado hace más de 1 año
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Creado por supreethshetty16
hace alrededor de 9 años
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Pregunta 1
Pregunta
A complaining customer is
Respuesta
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Always right
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Almost right
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Often lying
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Always the customer
Pregunta 2
Pregunta
Customers who complain:
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Have trouble in their primary relationships
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Are doing you a service in identifying what isn’t working in your business or organization
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Has something personal against me
Pregunta 3
Pregunta
CRM stands for:
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CredR Relationship Management
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Communicating Random Meaning
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Customer Relationship Management
Pregunta 4
Pregunta
Customers who complain want . . .
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To be heard and have their experience validated
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Something for nothing
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Defame the company by all means
Pregunta 5
Pregunta
Customer Service teams:
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Are the afterthought that cleans up messes other departments cause
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Are always at the receiving end
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Are leaders in understanding customer behavior patterns and build customer loyalty
Pregunta 6
Pregunta
For a company to be considered service-oriented:
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At least 20% of its employees must work in the customer service department
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Its managers must at one time have been CSRs
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Customer service must be addressed by all departments
Pregunta 7
Pregunta
Customer Care is:
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A new program where customers care for themselves
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A philosophy wherein the customer is wrapped in service even before a problem arises
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Advisors take calls and handle emails
Pregunta 8
Pregunta
Customer Service Culture is
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An environment where customer service permeates the thinking of the entire company
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A mythical civilization in which everyone smiles and welcomes you when they meet
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