The Importance of Customer Service

Which of the following are NOT responsible for customer service?

• Owners

• Directors

• Customers

• All of these

Which of the following are ways companies gather customer feedback?

• Surveys

• Social media

• Customer complaints

• All of these

You should care about customer service, as an employee, because poor customer service translates to lost revenue.

• True

• False

Which of the following statements are NOT true of satisfied customers?

• Satisfied customers tend to stay loyal.

• Customers will spend more money with a company for great customer service.

• Satisfied customers do not share their experiences with other people.

• All of these

Only a fraction of people who are unsatisfied actually complain.

• True

• False

What is one of the effects of unsatisfied customers?

• Only a fraction of unsatisfied customers complain, so it doesn't matter much

• News of poor service spreads to more people than experiences of satisfied customers.

• No company will have zero complaints, so it's to be expected to have unsatisfied customers that you can't do anything about

• All of these are true

Who should care most about the customer experience?

• Customer-facing employees

• The board of directors

• The managers

• All employees should care equally about the customer experience

Why should you care about your employer's success?

• Because you should care about all people's success

• They are your authority figures, so you must show respect

• It impacts the company’s ability to pay its employees

• None of these

How does a non-customer-facing employee still impact customer service?

• They do not have an impact

• The decisions they make can still impact the customer, whether it’s the choice of products or how employees are treated.

• The customers can see how all employees behave when they're in the store

• All of these

In the module, how did Justin’s behavior affect the customer’s survey responses?

• Both Justin and the company got poor ratings for customer service

• It had no impact on the responses because he is a non-customer-facing employee

• The company got great comments that were spread widely on social media