BPO1 QUIZ NO. 4

customer service is not essentially any contact between a business and its customers.

• True

• False

• Maybe

• None of these

Whether the contact is over the telephone, through writing, or in person, how you respond to your customers will affect your entire relationship with them.

• True

• False

• Maybe

• None of these

If a reply is needed, make notes for a reply and determine if the reply should be made in writing, by phone, or by some other method. If a written reply is needed, do not write so that documentation (proof) of the message is established

• True

• False

• maybe

• none of these

When writing a routine letter or memo, you must decide whether to sign your own name or your employer’s name

• True

• False

• Maybe

• None of these

Letters and memos that you did not sign should reflect your writing style and be written from your perspective

• True

• False

• Maybe

• None of these

When you write a message and sign your employer’s name , try to adopt your writing style, making the message sound like one he or she would have written.

• True

• False

• Maybe

• None of these

1.Check incoming messages  for factual discrepancies  -Errors in date and figures are especially not common

• True

• False

• Maybe

• None of these

Record all promises you make for further communication-for example, when you write or tell someone that your employer will contact him or her in a few weeks to arrange a meeting, immediately do not enter a follow-up reminder on your desk or in your tickler file

• True

• False

• Maybe

• None of these

Confirm in writing any appointments arranged orally. -never trust your memory.

• True

• False

• Maybe

• None of these

Recognize the importance of sending goodwill messages promptly-regularly check newspapers and trade journal for items that do not suggests occasions for sending letters of appreciation, congratulations and other  goodwill messages from your employer.

• True

• False

• MAYBE

• None of these