Introduction to Customer Service

Introduction to Customer Service

Concepts and characteristics

Multiple Choice

Which statement about customer service is correct?

• Excellent customer service results in more promises and

  therefore more lawsuits.

• Excellent customer service results in fewer loyal customers.

• Excellent customer service results in lower wages.

• Excellent customer service results in a more positive business

  reputation.

Multiple Choice

What is the main purpose of customer service?

• To meet needs and expectation

• To work as part of a team.

• To deliver standards.

• To increase sales

Multiple Choice

Identify the benefits of good customer service to the business.

• Customers who did not enjoy their experience, will recommend the business to friends.

• The business will not expand.

• Customers who enjoy their experience, will spend more money.

• The business will get bad reviews.

Multiple Choice

For most businesses, the most profitable customers tend to be...

• Local customers

• Business customers

• Loyal customers

• New Customers

Multiple Choice

Why should employees act as if customers are their employers?

• customers own the business

• employees would not have jobs if there were no customers

• customers pay employees bonuses

• customers pay employees bonuses

Multiple Choice

Choose an example of good customer service.

• Food service assistants stands with their backs to the customer

• A food service assistant smiles and greets the customer politely

• A food service assistant chews her nails whilst waiting for her customer to make their choice.

• A chef shouts at a colleague when they make an error with a food order.

Multiple Choice

Which is not a way to provide consistent and reliable service?

• Long waiting time

• Product knowledge

• Dealing with problems

• Short waiting time

Multiple Choice

In addition to smiling, employees can engage in appropriate nonverbal communication with customers by

• shrugging their shoulders

• using customers' names

• using clear, concise language

• making eye contact

Multiple Choice

Unlike physical products, intangible products cannot be seen, tasted, smelled, heard or smelled before the purchase.

• Variability

• Intangibility

• Inseparability

• Perishability

Multiple Choice

Both the employee and the customers are often part of the product.

• Variability

• Perishability

• Inseparability

• Intangibility