MOOC Communication in Customer Service Quiz

What is the purpose of Customer Intelligence (CI)?

• To improve communication skills in customer service

• To gather and analyze information derived from customer data

• To identify new trends and information for company growth

• To understand customer motivation and build a strong relationship

Which of the following is a method of communication used in effective customer service interaction?

• Painting

• Singing

• Dancing

• Listening

What are the barriers to good listening skills?

• Distraction, Closed mind to the speaker, Could not stop talking, Shyness

• Laziness, Closed mind to the speaker, Talking too much, Lack of confidence

• Distraction, Closed mind to the speaker, Talking too much, Laziness

• Distraction, Closed mind to the speaker, Could not stop talking, Lazy

What are the characteristics revealed by voice inflection and message?

• Level of job satisfaction, Speed that works and reacts, Status, Mood

• Mood, Attitude of gender, Education, Knowledge level

• Speed that works and reacts, Confidence in the part of the country that you are from, Status, Energy level

• Level of job satisfaction, Attitude of gender, Education, Knowledge level

What is the main advantage of using the internet in customer service?

• It replaces humans that used to have to respond to all incoming calls

• It saves payroll dollars

• It provides opportunities for interaction with customers

• It allows customers to research potential purchases and make purchases

What is the main tool in marketing channel for promotion and establishing customer relations?

• Texting

• Fax machines

• Voice mail

• Electronic mail

What is the purpose of using social media in customer service?

• To eliminate the need for paper

• To segmentize content and build close relationship with customers

• To provide opportunities for interaction with customers

• To replace humans that used to have to respond to all incoming calls

What are the common practices for using electronic mail in customer service?

• Type in uppercase, Avoid sending personal messages, Ask for confirmation that email has been received

• Clean out your mailbox, Avoid sending personal messages, Ask for confirmation that email has been received

• Type in uppercase, Clean out your mailbox, Ask for confirmation that email has been received

• Type in uppercase, Clean out your mailbox, Avoid sending personal messages

What is the main advantage of using automated phone systems in customer service?

• It provides opportunities for interaction with customers

• It allows customers to research potential purchases and make purchases

• It saves payroll dollars

• It replaces humans that used to have to respond to all incoming calls

What is the purpose of appealing to as many senses as possible in communication with customers?

• To provide opportunities for interaction with customers

• To create a dramatic picture of a food item

• To eliminate the need for paper

• To segmentize content and build close relationship with customers