Understanding Customer Service

Aiden recently purchased a new laptop from an online store. He is facing some technical issues with the laptop. He reaches out to the company's customer service for help. In this situation, what is Aiden going through?

• The process of Aiden selling products to customers

• The support offered to Aiden before, during, and after purchasing and using goods or services

• A marketing strategy to increase product visibility for Aiden

• The process of Aiden negotiating contracts with suppliers

Jazmien, Corey, and Destiny are discussing their experiences with different types of customer service at various businesses. They talk about In-person service at a local store, Self-service at a supermarket, and Automated service at a bank. However, Corey brings up 'Covert service'. Jazmien and Destiny are unsure about this. Can you identify which is NOT a type of customer service?

• In-person service

• Self-service

• Automated service

• Covert service

Kaleb visited an online bookstore to purchase a novel. He had some questions about the novel. Which of the following is an example of automated customer service that Kaleb might have encountered on the bookstore's website?

• Jayden, a customer service representative, answering questions in a physical bookstore

• A chatbot on the bookstore's website

• Destiny using a self-checkout at a grocery store

• Options B and C

De, Jazmien, and Destiny are planning to open a bakery in their neighborhood. According to them, which component is crucial for providing a good customer service environment in their bakery?

• High prices

• Fast service

• Knowledgeable staff

• Limited product options

Aiden is working as a customer support executive at a software company. Curtis, a client, calls in with a technical issue. What should Aiden do to ensure effective communication?

• Use technical jargon as much as possible to explain the solution

• Listen actively to Curtis's concerns

• Avoid any feedback from Curtis

• Speak quickly to save time

Aiden, De, and Jazmien are working in a busy restaurant as waitstaff. How does empathy play a role in their interaction with customers?

• It is unnecessary as long as they serve the food quickly

• It helps them in understanding and addressing customer emotions and needs

• It complicates their service process

• It is only important if they were working in healthcare services

Kaleb, Destiny, and Curtis recently bought a new gaming console. They are discussing the best way to get help with setting it up. Which method would typically provide the most personalized assistance?

• Using the automated service provided by the console's company

• Using the self-service options on the console's company's website

• Visiting the store where they bought the console for in-person service

• Asking for help on online gaming forums

Jazmien, Sa'Niya, and Aiden are running a food delivery startup named 'De's Delights'. Why is feedback from their customers an important component for their startup?

• It only benefits the customers, not 'De's Delights'

• It helps them improve 'De's Delights' products and services

• It is a legal requirement for 'De's Delights'

• It is not important for 'De's Delights'

Destiny, Kaleb, and Jayden are running a coffee shop startup. What should be their primary goal in terms of customer service?

• To reduce the number of baristas

• To increase coffee prices

• To ensure customer satisfaction

• To limit customer interaction

Sa'Niya, Kaleb, and Aiden are discussing the impact of technology on their family-run pizza shop's customer service. How does technology impact their customer service?

• It has no significant impact

• It can lead to a decrease in personal interaction with customers

• It can improve efficiency and accessibility of service, making it easier for customers to place orders

• B and C