MOOC Customer Service and Ethics Quiz

Why should we consider our customers’ perceptions?

Evaluate responses using AI:

OFF

How do primary expectations differ from secondary expectations?

Evaluate responses using AI:

OFF

What role do values play in an individual’s approach to providing customer service?

Evaluate responses using AI:

OFF

Expectations are always negative.

• True

• False

The reputation of company really is not important to prospective customer.

• True

• False

What are the two categories into which customer expectations can be divided?

• Primary and Tertiary

• Secondary and Tertiary

• Basic and Advanced

• Primary and Secondary

What is the key to building customer service credibility?

• Ignoring customer feedback

• Inconsistency

• Overpromising

• Consistency

What is the importance of corporate values in an organization?

• They are irrelevant in the modern business world

• They have no impact on the company's operations

• They only apply to certain departments

• They guide the behavior and beliefs of the company

What is the first step in exceeding customers' expectations?

• Maintain inconsistency

• Overpromise and underdeliver

• Ask customers about their expectations

• Ignore customer feedback

What is the power of perception based on?

• Rational ideas only

• Logical reasoning only

• Emotions and experiences

• Assumptions and guesses