Customer Service Skills Test 1

Customers who complain want . . .

• Something for nothing

• To be heard and have their experience validated

• To vent for the sport of it

• To be made majority shareholders in the company

Customer Care is:

• A managed care medical program for customers

• A nifty alliterative phrase that looks good in company brochures

• A new program where customers care for themselves

• A philosophy wherein the customer is wrapped in service even before a problem arises

For a company to be considered service-oriented:

• It must mention customer service in its mission statement.

• At least 18.3% of its employees must work in the customer service department

• Its managers must at one time have been CSRs

• Customer service must be addressed by all departments

Customer Service departments:

• Are the afterthought that cleans up messes other departments cause

• Build customer loyalty

• Are leaders in understanding customer behavior patterns and market research

CRM stands for:

• Customers Rarely Matter

• Can’t Remember Much

• Customer Relationship Management

• Customers Rudimentarily Managed

Customers who complain:

• Had unhappy childhoods

• Are genetically predisposed to be sourpusses

• Have trouble in their primary relationships

• Are doing you a service in identifying what isn’t working in your business or organization.

Customer Service Culture is

• A new form of yogurt where the lid removes itself for you

• Behavior being analyzed in a Petrie dish for contagions

• A mythical civilization in which everyone smiles and welcomes you when they meet

• An environment where customer service permeates the thinking of the entire company.

A complaining customer is...?

• Almost right

• Always the customer

• Often lying

• Always right

A Call Center is defined as:

• The midpoint in duration of a telephone call

• A revenue sink hole

• A place where middle-of-the-road calls coexist with liberal and arch-conservative calls

• A location where complaints and problems are converted into successful saves for your customers and your company

A happy customer means..?

• the customer will answer a survey negatively

• a crazy customer

• a satisfied customer

• the customer is always right