MOOC INTRO Customer Service Quiz

What is the definition of customer service?

• D. Managing employee relations

• C. Marketing to potential customers

• B. Enhancing the customer's experience

• A. Providing products to customers

Briefly explain customer satisfaction.

• A. Meeting customer expectations

• B. Increasing company profits

• D. Managing supply chain logistics

• C. Developing new products

Explain how an organization is able to achieve excellent customer service?

• D. By increasing customer complaints

• A. By reducing customer satisfaction

• B. By ignoring customer feedback

• C. By continuously developing skills

What are the five (5) needs that every customer has?

• A. Price, Action, Services, Quality, Appreciation

• B. Speed, Technology, Innovation, Marketing, Sales

• C. Communication, Collaboration, Creativity, Critical thinking, Culture

• D. Leadership, Management, Strategy, Finance, Operations

Differentiate the two types of customers.

• D. National and International

• C. Online and Offline

• B. Retail and Wholesale

• A. Internal and External

What is one of the reasons why customer service is important to a business?

• C. To improve products and services

• B. To lose customers

• D. To ignore customer feedback

• A. To decrease sales

What is one mandatory skill for customer service representatives?

• A. Creativity

• B. Patience

• D. Financial analysis

• C. Technical expertise

What is the purpose of identifying customer attributes?

• B. To categorize customers

• A. To increase customer complaints

• D. To reduce customer satisfaction

• C. To ignore customer needs

What are the consequences of losing customers?

• C. Improved customer service

• D. Expansion of the business

• B. Loss of reputation

• A. Increase in sales

What is the purpose of customer service channels?

• D. To increase customer complaints

• B. To ignore customer feedback

• C. To provide support to customers

• A. To decrease customer satisfaction