Customer Service Review

If you correctly follow the handling complaints cycle, you should be able to
address any complaint and satisfy every customer. 

• True

• False

Most people complain if they have a problem.

• True

• False

Customer service is the __________ a business takes to please customers.  

• Research and experimentation

• Involvement and enhancements

• Marketing and advertising

• Management philosophy

Which of the following is suggested for handling difficult customers?

• Rate how angry the customer is relative to other customers

• Provide the customer with a scripted response and solution

• Direct the customer to the correct channel for complaining

• Attribute the problem to corporate upper management

Customer expectations evolve over time.  

• True

• False

The delivery process should take how many days?

• One to two business days

• Two to three business days

• Five to seven business days

• Eight to ten business days

Which of the following accurately describes empathy?

• The act and feeling of caring about and supporting another

• The act of understanding and vicariously experiencing another’s situation

• The feeling of having intense emotional interest and concern

• The act and feeling of wanting the best for a person, regardless of individual desires

Which of the following is NOT suggested for promoting customer loyalty? 

• Greet customers by name

• Include loyalty items in the shipping process

   

   

• Resolve questions and complaints immediately

• Use a variety of media for marketing efforts

Employees deserve less respect than customers. 

• True

• False

Proper telephone etiquette requires the phone to be answered within how many
rings?

• 5

• 4

• 3

• 2