6th Customer Service Factors

Evaluation of Customer Service

Customer Service Factors

Multiple Choice

All the factors are important when evaluating good customer service EXCEPT...

• Lead Time

• Cycle Time

• Production Time

• Dependability

Multiple Choice

What are some of the benefits of time management?

• Greater productivity & efficiency

• Increased stress

• Missed deadlines

• Poor work quality

Multiple Choice

Dependability means doing what you say you will do.

• True

• False

Multiple Choice

A consequence of poor customer service is

• Attracting new customers

• A decrease in profits

• Happier employees

• Customer Loyalty

Multiple Choice

The measurement if a product or service meets a customer's expectations is called ...

• Customer loyalty

• Consumer affiliation

• Customer satisfaction

• Rate of return

Multiple Choice

Which is a way to gain customer satisfaction?

• Confidence in service

• Not dealing with problems

• Slow service

• Long queues

Multiple Choice

Communication based on a speaker’s body and voice, rather than on the use of words, is called __________.

• implicit communication

• verbal communication

• nonverbal communication

• unintentional communication

Multiple Choice

A customer service problem happens when

• A customer asks for the manager

• serving the customers becomes unprofitable

• customer complaint is ignored

• customer service does not meet expectations