Customer Service

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

• Research and experimentation

• Involvement and enchancements

• Marketing and advertising

• Management philosophy

Customer expectations evolve over time.

• True

• False

The delivery process should take how many days?

• 1 to 2

• 2 to 3

• 5 to 7

• 8 to 10

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

• Greet Customers by name

• Include loyalty items in shipping

• Solve questions and complaints immediately

• Use a variety of media for marketing efforts

Employees deserve less respect than customers.

• True

• False

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

(a)  

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

• True

• False

• Of course

Employees are known as __________ customers.

• Potential

• Happy

• Easy

• Internal

What is the first step in the customer service cycle?

• Customer Satisfaction

• Employee satisfaction and competence

• Training and empowerment of employees

• Superior service and delivery

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

(a)