CS - Chapter 1 - What is customer service?

A customer-centric customer service representative lets the customer know that his or her point of view is heard and valued.

• False

• True

Exceptional customer service is essential to staying

• Productive

• Motivated

• Profitable

• Happy

Which of the following is not one of the 3 things expected by every customer?

• Service With A Smile

• Quality Products

• Reasonable Prices

• Reliable Timely Service

Who are the customer service representatives?

• People who work from home

• Front-line service providers who deal with customers on a day-to-day basis

• People who are shopping and visiting places of business

• Managers and supervisors

A service oriented business is considered to be

• Internal

• External

• Customer Contact Point

• Customer-Centric

The process of satisfying the customer in whatever way the customer defines, and having the service delivered with efficiency, compassion, and sensitivity.

• Customer-centric

• Customer Service Representative

• Customer Service

• Internal Customer

Social media apps have no influence on a customers purchasing decision

• True

• False

The quality of service a customer receives is influenced by an organizations

• Goals

• Expectations

• Morales

• Objectives

The persons or organizations that purchase and use a company's products and services.

• Internal Customers

• External Customers

• Current Customers

• None of These

What must an organization do in order to be successful?

• Identify their customers

• Keep a clean store

• Agree with every customer they serve

• Make sure all employees are happy