Customer Service and Ethics

When do you know your product or service is successful?

• high demand

• profits

• satisfied customers

• all of the answers provided

How do businesses collect information that tell them how customers feel about products and services?

• customer surveys

• television shows

• radio broadcasts

• none of the answers provided

Ethics mean

• Creating an overall enjoyable experience for the customer.

• Doing unto others before they do unto you.

• Completing customer feedback cards.

• The standards that help determine what is good, right, and proper.

Which is more important to customers, price or customer service?

• Price

• Customer service

Customer service blunders are made because ethical concerns are ignored.

• True

• False

It is much more expensive to keep existing customers than it is to attract new ones.

• True

• False

According to the "golden rule,"

• it is better to reward the dishonest customer rather than the honest customer.

• treat people the way you would want to be treated.

• treat people the way you do not wish to be treated.

• it is better to reward the honest customer rather than the dishonest customer.

Which of the following statements is NOT correct?

• The customer is always the customer.

• The goal of customer service is to provide an enjoyable shopping experience.

• Companies should not make ethical decisions about products and services.

A car salesman sold a car and did not tell the buyer about known defects. This is _______.

• ethical

• unethical

Businesses should train employees to make ethical decisions.

• True

• False