MOOC Coping with Unique Customers Quiz

What is the main reason for treating some customers as unique?

• They have special needs that require special attention

• They are difficult to deal with

• They are always right

• They are from a different culture

What is the advantage of learning to cope with unique customers?

• Decreased professionalism

• Decreased efficiency

• Increased professionalism

• Increased stress for both parties

What is the purpose of a 'Responsibility Check' in customer service?

• To shift the responsibility to the customer

• To create cost for the company

• To clarify who should have the responsibility

• To avoid dealing with unique customers

How should customer service providers handle conflicts with unique customers?

• Avoid conflicts at all costs

• Learn to cope with conflicts

• Express regret without taking any action

• Shift the responsibility to the customer

What is the main focus of empathy in customer service?

• Problem-solving

• Expressing grievances

• Shifting responsibility

• Avoiding conflicts

How should customer service providers treat regular customers?

• Recognize them with a smile

• Avoid learning their names

• Impose bad mood on them

• Disrespect their time

What is the main reason for showing respect towards all customers, regardless of their issues?

• To avoid conflicts

• To retain established customers

• To shift responsibility

• To decrease professionalism

What is the main purpose of categorizing unique customers?

• To avoid dealing with them

• To recognize their knowledge

• To treat them with respect

• To understand their questions and concerns

What is the main purpose of listening to customers in customer service?

• To shift responsibility

• To allow customers to express their concerns

• To express grievances

• To avoid conflicts

What is the main advantage of recognising the knowledge of customers in customer service?

• Increased professionalism

• Increased stress

• Avoiding conflicts

• Decreased efficiency