MKT 3-3 Customer Service, Part 2, Reactive

What is the impact of poor customer service on a business?

• It only affects customer complaints
• It only affects customer satisfaction
• It can lead to loss of customers, negative reviews, and damage to the company's reputation
• No impact at all

What is the role of a customer service representative in handling customer complaints?

• To argue with the customer and defend the company's position
• To offer a refund without investigating the complaint
• To ignore the complaint and hope the customer forgets about it
• To listen to the complaint, show empathy, and work towards a resolution

What is the role of active listening in customer service?

• To ignore customer complaints and hope they go away
• To promote new products to customers
• To argue with the customer and defend the company's position
• To listen to the customer's concerns, show empathy, and understand their perspective

What is the purpose of a customer service recovery strategy?

• To ignore customer complaints and hope they go away
• To proactively address customer needs
• To have a plan in place for handling customer complaints and resolving issues
• To promote new products to customers

What is customer service?

• Providing individualized attention to customers throughout their lifespan
• Selling products to customers
• Creating marketing strategies
• Managing company finances

What is the role of problem-solving in customer service?

• To proactively address customer needs
• To ignore customer complaints and hope they go away
• To listen to the customer's concerns, find solutions, and resolve issues
• To promote new products to customers

How can the marketing mix impact customer satisfaction?

• It only affects customer complaints
• It only affects customer retention
• It has no impact on customer satisfaction
• It can change a business's strategy around its product offering, price, place, and promotion

What is the importance of empathy in customer service?

• To increase company profits
• To ignore customer complaints
• To manipulate customers into buying more products
• To show understanding and compassion towards customers' concerns

How can a company use social media for reactive customer service?

• By ignoring customer comments and messages
• By responding to customer complaints and inquiries in a timely manner
• By only posting promotional content
• By deleting negative comments and reviews

What is a customer exit interview?

• A conversation with a customer after they leave to find out the reason for their decision
• A promotional event for new products
• A meeting to discuss customer complaints
• A survey sent to customers before they leave