Customer Service

Empathy, courtesy, responsiveness and assurance are a few examples of service dimensions quality.

• True

• False

Assurance is essential to guarantee and promise to the customers that the service provider is committed to giving them relevant and reliable services on time.

• True

• False

What are the challenges in providing quality customer service?

• Lack of vital records management tools.

• Inadequate and poor storage space.

• Incompetence records officers.

The ability to truly listen to customers is crucial to providing great service to customers

• True

• False

The ability to communicate clearly when working with customers is a key skill because miscommunications can result in disappointment and frustration.

• True

• False

Language is not a crucial part of persuasion in customer service aspect.

• True

• False

Answer explanation

Language is a crucial part of persuasion, and people (especially customers) create perceptions about you and your company based on the language that you use.

Responding to questions with positive language can greatly affect how the customer hears the response

• True

• False

What are the factors impacting on customer service?

• Customer strategy

• Channel strategy

• Product strategy

• Infrastructure strategy

Human resource, expected behaviour of service providers, atmosphere, tangibles and technology are examples of product strategy that impacting on customer service.

• True

• False

Answer explanation

Infrastructure strategy

Service providers have to respect and accommodate ideas and suggestions to customers.

• True

• False