Work Keys Chapter 1: Customer Service

_____________ customers are people who buy things in stores-like cell phones, clothing, cars, and other consumer products.

• External

• Internal

• Non-traditional

• Traditional

Scenario: Mary is a customer service representative in a call center for the Tasco Company. One day, Mary receives a call from Mike asking for an explanation of his billing statement. Mary is not an accountant and does not fully understand the billing system, but she knows someone in her organization does. Mary commits to research the issue and get back to Mike. She calls Todd in accounting. Todd accesses the accounting system and provides the information she needs. Mary is able to call Mike back and respond effectively to his question about his billing statement.

Consider the scenario to illustrate the difference between traditional customers and internal customers along with the individuals who serve each group. What role would Mike be in this scenario?

• Internal customer

• Back -office employee

• Traditional customer

• Frontline employee

Scenario: Mary is a customer service representative in a call center for the Tasco Company. One day, Mary receives a call from Mike asking for an explanation of his billing statement. Mary is not an accountant and does not fully understand the billing system, but she knows someone in her organization does. Mary commits to research the issue and get back to Mike. She calls Todd in accounting. Todd accesses the accounting system and provides the information she needs. Mary is able to call Mike back and respond effectively to his question about his billing statement.

Consider the scenario to illustrate the difference between traditional customers and internal customers along with the individuals who serve each group. What role would Todd be in this scenario?

• Internal customer

• Back -office employee

• Traditional customer

• Frontline employee

Scenario: Mary is a customer service representative in a call center for the Tasco Company. One day, Mary receives a call from Mike asking for an explanation of his billing statement. Mary is not an accountant and does not fully understand the billing system, but she knows someone in her organization does. Mary commits to research the issue and get back to Mike. She calls Todd in accounting. Todd accesses the accounting system and provides the information she needs. Mary is able to call Mike back and respond effectively to his question about his billing statement.

Which of the following roles does Mary have in the scenario? Choose as many that apply:

• Internal customer

• Frontline employee

• Traditional customer

• Back -office employee

Patrick is a mechanic at a car repair shop and must meet with a customer to explain what is wrong with the car. The repairs are extensive, and Patrick is afraid how the customer will react to t he news.

• He should avoid eye contact with the customer.

• He should look directly at the customer with a friendly but concerned look on his face.

• He should hand the estimate to the customer and wait for a reaction.

• He should stride in to meet with the customer with a big smile on his face.

Which of the following is an example of positive language?

• “That product won't be available till December. ”

• “That product is back ordered. I can't get it for several months. ”

• "I can ship the product to you as soon as it arrives in two weeks. ”

• “We don't have that product in stock. ”

Which of the following statements describes a positive outcome from a negotiation?

• customer pressures the sales representative to lower the price of an overstocked product and the company agrees.

• The sales representative refuses to budge on price and the customer looks for another supplier.

• The salesman lowers the price of an overstocked product just to get it off the shelves.

• The customer and the sales representative agree on a fair price for the overstocked product.

David is a customer service representative for a cell p hone company. The company recently launched a new integrated billing and customer support software package. Since the launch, there have been a lot of problems with the system. David takes a call from an upset customer w ho has a question about her bill. He will need to r e search this type of problem; and with the new system, it could take him a while to get an answer .

What should David do to provide effective customer service?

• Blame the technology for why he cannot answer the question quickly.

• Agree to research the issue and get back to the customer within one hour.

• Ask the customer to call back in one week when the system problems will hopefully be resolved.

• Place the customer on hold while he researches the issue, knowing that customer will be on hold for a while.

An example of a traditional customer is:

• Someone w ho works in a customer service department .

• Someone who purchases a car from a dealership .

• Co -worker in different departments in your company .

• Your supervisor .

Which of the following is the best example of an internal customer?

• The sales manager of the Midwest territory

• The President of ABC Company which buys products from XYZ

• A customer service representative at XYZ Company

• The end user of the products sold by ABC Company