AV3CLC unit 15 Customer services Key vocab

What is the impact of good customer service on a business's success?

• It decreases success
• It only impacts new customers
• It has no impact on success
• It increases customer trust and loyalty

Why are satisfied customers more likely to return and do business with a company?

• Because their expectations are met and they trust the company
• Because they want to avoid the company
• Because they are unhappy with the products
• Because they want to complain more

Why is listening to customer feedback important in customer service?

• To increase complaints
• To improve products and services
• To show customers you are busy
• To ignore customer concerns

Why are complaints important in customer service?

• To ignore customer concerns
• To avoid customer interactions
• To learn about mistakes and improve
• To increase profits

What is the primary goal of customer service in a business?

• To avoid complaints
• To build relationships with customers
• To increase profits
• To sell more products

How does customer service impact customer retention?

• It increases customer retention
• It decreases customer retention
• It only impacts new customers
• It has no impact on customer retention

How can businesses regain the trust of customers who have complaints?

• By ignoring the complaints
• By offering discounts
• By avoiding the customers
• By listening and addressing the issues

What are the key elements of good customer service?

• Being rude to customers
• Ignoring customer feedback
• Avoiding complaints
• Listening to customer feedback

What are the potential benefits of handling complaints carefully?

• Ignoring customer concerns
• Avoiding customer feedback
• Regaining customer trust
• Losing customers

How is customer service defined in the context of a business?

• Providing discounts to customers
• Offering high-quality products
• Building relationships with customers
• Having a user-friendly website