A complaining customer is:

• Always right

• Almost right

• Often lying

• Always the cutomer

Which statement about customer service is correct?

• Excellent customer service results in a more positive business reputation.

• Excellent customer service results in more promises and therefore more lawsuits

• Excellent customer service results in fewer loyal customers.

• Excellent customer service results in lower wages.

Quality service is the key to establishing and maintaining a successful business.

• True

• False

CRM stands for:

• Customers Rarely Matter

• Can’t Remember Much

• Communicating Random Meaning

• Customer Relationship Management

Customers who complain want…

• Something for nothing

• To be heard and have their experience validated

• To vent for the sport of it

• To be made majority shareholders in the company

Which is a way to gain customer satisfaction?

• Confidence in service

• Not dealing with problems

• Slow service

• Long queues

Good Customer Service helps to:

• Build Your Brand

• Create Trust With Your Customers

• Reduce Customer Complaints & Minimize Problems

• All of the above

How long do you have to make a first impression?

• 7 seconds

• 17 seconds

• 70 seconds

• 7 minutes

For a company to be considered service-oriented:

• It must mention customer service in Mission statement but may not follow it.

• At least 18.3% of its employees must work in the customer service department

• It's managers must at one time have been Customer Service Representatives

• Customer service be able to have 100% customer satisfaction

Your most unhappy customer is your greatest source of.....

• Aggravation

• Learning

• Income

• Frustration