QUIZ 1 - CUSTOMER SERVICE

What is the primary role of Customer Service in a company?

• Generating Sales Leads

• Managing Internal Operations

• Interacting with Customers and Problem-Solving

• Conducting Market Research

What is one of the key benefits of having effective customer service, as mentioned in the provided information?

• Decreasing Marketing Expenses

• Expanding Production Capacity

• Retaining Customers and Building Loyalty

• Improves Internal Operations

What is a significant advantage of positive word-of-mouth referrals resulting from excellent customer service?

• Increased Marketing Budget

• Improved Employee Morale

• Higher Customer Acquisition Costs

• Cost-Effective Advertising

What is one of the potential financial consequences of dealing with difficult customers?

• Decreased Customer Acquisition Costs

• Increased Revenue from Disputes

• Additional Costs for Refunds and Compensations

• Lower Investment in Customer Service Training

How do difficult customers impact the allocation of resources in a business?

• A) Efficient Resource Allocation

• B) Diverting Attention and Resources from Other Customers

• C) Minimizing Customer Service Team Efforts

• D) Decreasing Business Operations

How can difficult customers influence the perception of a business's brand?

• Positive Brand Image

• Enhanced Responsiveness

• Effective Addressing of Customer Concerns

• Seen as Unresponsive or Uncaring

What is a key aspect of customer needs emphasized in the provided information?

• Inconsistent Product Quality

• Timely and Prompt Responses

• Marketing and Advertising Strategies

• Internal Employee Training Programs

What is a potential consequence of constant interactions with difficult customers on customer service teams?

• Increased Employee Morale

• Enhanced Problem-Solving Skills

• Burnout and Increased Stress

• Improved Quality of Service

What is a fundamental strategy recommended in the Customer-Centric Model to meet customer expectations?

• Offering a Limited Range of Communication Channels

• Providing Generic and Non-Personalized Interactions

• Implementing Continuous Improvement and Employee Engagement

• Ignoring Customer Feedback and Suggestions