Introduction to Customer Service Unit Review

Customer service does not impact customer experience.

• True

• False

How you say something is NOT as important as what you say.

• True

• False

To listen completely to a customer, you should focus on what the customer is saying and not what you plan to say in response.

• True

• False

An open question:

• requires only a one-word or short answer

• requires more than a yes or no answer and encourages the customer to provide more information

When at work, you do not represent the company in all you say and do.

• True

• False

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

• True

• False

Which of the following are ways companies gather customer feedback?

• Surveys

• Social media

• Customer complaints

• All of the above

What is the definition of customer service?

• The advice given between employees to help customers.

• The assistance provided by a company to people who buy or use its products or services.

• The assistance provided by a sales rep on the sales floor.

• The advice provided by a customer service rep over the phone.

Customers appreciate good manners and courtesy sends a powerful message.

• True

• False

How can stereotypes affect how you treat customers?

• Stereotypes help you find out what the customer wants.

• Stereotypes can cause you to misjudge and mistreat customers.

• Stereotypes give you the best idea of who the customer is.

• Stereotypes help you meet the customer's needs.