MOOC Customer Service Strategy and Empowerment Quiz

What is the purpose of a vision statement in an organization?

• To establish a recognisable direction to focus on

• To provide employees with the authority to make decisions

• To identify the reason for the existence of an organization

• To describe how an organization will achieve its goals

What is the first stage in developing a customer service strategy?

• Identifying the goals of specific customers

• Establishing a recognisable direction to focus on

• Determining the ways to achieve customer service goals

• Planning

What is the process of categorizing customers into groups with similar characteristics called?

• Behavioural segmentation

• Market segmentation

• Geographical segmentation

• Demographic segmentation

What is the term used to describe the use of technology and minimal human interaction to communicate with customers?

• Low-touch customers

• Tech-touch customers

• High-touch customers

• Regular customers

What is the main benefit of employee empowerment in customer service?

• Increase in customer satisfaction

• Decrease in employee loyalty

• Decrease in customer satisfaction

• Increase in employee turnover rates

What is the importance of a mission statement in an organization?

• To explain why an organization exists and how it adds value to the market or community

• To provide employees with the authority to make decisions

• To identify the reason for the existence of an organization

• To describe how an organization will achieve its goals

What is the process of giving employees the authority to make their decisions for the benefit of their organization called?

• Supervision

• Authorization

• Delegation

• Empowerment

What is the term used to describe customers who require a high level of customer interaction and hands-on assistance?

• Regular customers

• High-touch customers

• Low-touch customers

• Tech-touch customers

What is the advantage of effective communication between customer service providers and customer service managers?

• Decrease in customer satisfaction

• Increase in employee turnover rates

• Increase in employee loyalty

• Decrease in employee loyalty

What is the step to empowering customer service providers that involves recognising and rewarding positive examples and outcomes of empowerment?

• Step 1

• Step 3

• Step 4

• Step 2