Steps to Superior Customer Service

Customer service is the __________ a business takes to satisfy customers.

• A. Research and experimentation

• B. Involvement and enhancements

• C. Marketing and advertising

• D. Management philosophy

Customer expectations evolve over time.

• A. True

• B. False

• C, Partially false

• D. Partially true

The delivery process should take how many days?

• A. One to two business days

• B. Two to three business days

• C. Five to seven business days

• D. Eight to ten business days

Which of the following is NOT suggested for promoting customer loyalty?

• A. Greet customers by name

• B. Include loyalty items in shipping

• C. Solve questions and complaints immediately

• D. Use a variety of media for marketing efforts

Employees deserve less respect than customers.

• A. True

• B. False

• C. It depends on the business

• D. It depends on the person

Proper telephone etiquette requires the phone to be answered within how many rings?

• A. Five

• B. Four

• C. Three

• D. Two

When dealing with complaints representatives should be loud, direct and rude.

• A. True

• B. False

• C. Occasionally

• D. Depends on the situation

Employees are known as __________ customers.

• A. Potential

• B. Happy

• C. Easy

• D. Internal

What is the first step in the customer service cycle?

• A. Customer satisfaction

• B. Employee satisfaction and competence

• C. Training and empowerment of employees

• D. Superior service and delivery

If a customer’s request is unreasonable, it is all right to say no

• A. True

• B. False

• C. Only with supervisor approval

• D. Never