A customer-centric culture emphasises:

• Product focus

• A philosophy & mindset that begins and ends with the customer

• A case-by-case approach

• All of the above

Customer-centric emails are important because:

• Sometimes we only have one chance to win the customer over

• Email is the only way to effectively reach customers

• Emails are a convenient communication tool

• It's good writing practice

Research shows that what matters most to customers is in customer service:

• Price

• Availability

• The human touch

• Product quality

The language you use in customer service emails should be:

• Complex

• Formal

• Approachable

• Technical

When writing a customer service email, you should never address the person you're writing to by their first name.

• True

• False

When responding to a customer inquiry or complaint, you should always:

• Solve their problem first, then empathise

• Empathise first, then solve their problem later

• Read their email quickly in order to respond to them faster

• Ask them to check the website

Using emojis in customer service emails is never a good idea. You should always be very formal in your emails.

• True

• False

When a customer asks a specific question, best practice is to:

• Send them our catalogues

• Direct them to our website

• Answer their question in detail and attach/link to resources at the end of the response

• Redirect them to our Sales Engineer

In order to avoid confusion in customer service emails, you should:

• Tell the customer when you'll get back to them

• Tell them what you're going to do for them

• Tell the the best way to reach out to you again

• None of the above

• All of the above

Which of the following is an example of an imperative?

• Could you tell me the ID of the part you're looking to mask?

• Go to our masking protection link on our website and search for "EPDM caps".

• Would you be able to tell me how many plugs you'll need per year?

• Might I suggest some high-temp tape for this application?