Intro to Cust Serv Quiz 4

Which of the following pieces of information about customers are businesses allowed to give out?

• The amount the customer has spent

• Products/services bought

• Age

• Social Media handle

• None of the above

True or false? Management, shareholders, janitorial staff are external customers

• True

• False

The document that outlines how a business responds to customer queries or complaints is called a?

• Company mission

• Customer Retention Document

• Employee Hanbook

• Customer Service Policy

True or False? The way employees dress is a means of communicating with a customer.

• True

• False

Fill in the blank. Customers expect that the product they buy will provide the benefits and be of the standard as promised. This thought describes a product being (a)  

What is the first step in handling a customer's complaint?

• Apologizing to the customer

• Making the customer feel appreciated

• Listen to the customer explain their issue

• Acknowledging the customer

After showing empathy to a customer who has a complaint, the next step is to?

• Apologize

• Offer a solution

• Actively listen to the customer

• Ask the customer if that's it

True or False? Being emotionally sensitive is not important in communicating with a customer

• True

• False

List 3 ways businesses can get customer feed back.

What should a business do first when they cannot meet a customer's request or expectation?

• Ignore the request

• Make a note of the request and tell the customer they'll get back to them

• Inform the customer immediately that it can't be done in order to avoid mistrust

• Do it anyways