Unit 7 Customer Service Quiz

What is true about customer service?

• It is only present in call centers

• It is not necessary to understand it even if you are exposed to it

• It is limited to certain companies

• It is all around us and we've all been involved in it

What is the definition of Customer Service?

What are external customers?

• People who work for the business

• Consumers who purchase goods and services from a business

• People who do business with that company

• Individuals who provide technical assistance

Who are considered internal customers?

• Consumers who purchase goods and services from a business

• People who work for that business or who do business with that company

• Individuals who ensure that customers feel they are getting good value for their money

• People who protect customers' privacy

What is considered an important aspect of good customer service?

• Excessive eagerness to assist

• Good product and industry knowledge

• Indifference to customer needs

• Inability to solve problems

What quality in customer service makes customers feel comfortable?

• Impatience

• Friendliness

• Disrespect

• Unpredictability

What does "Unsatisfactory Service" mean in the context of customer service levels?

• The service meets the basic needs of customers.

• Customer loyalty is created through loyalty programs.

• None of the customers' expectations are being met whatsoever.

• The service goes above and beyond customer expectations.

What characterizes the "Meeting Customers Expectations" level of customer service?

What does "Exceeding Customer Expectations" involve?

• The service meets the basic needs of customers.

• Creating customer loyalty through loyalty programs and special offers.

• Going way above and beyond, creating that memorable experience for customers to come back.

• None of the customers' expectations are being met whatsoever.

What is a key aspect of "Exceptional Customer Service"?

• The service meets the basic needs of customers.

• Needs are being met and no constant complaints.

• Creating customer loyalty through loyalty programs, special offers, etc.

• None of the customers' expectations are being met.