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