CUSTOMER SERVICE

Customer Service is?

• when a business takes into account customer satisfaction in all its business decisions and day-to-day activities.

• the assistance and advice provided by a company to those people who buy or use its products or services

• when ideas are created and shared, no matter how dramatic they might be

• the ability to understand and share the feelings of another

Customer Service Culture is

• a business management style that places consumers at the core of service delivery and operations.

• the assistance and advice provided by a company to those people who buy or use its products or services

• the ability to analyse and identify the issues that need to be solved

• the ability to understand and share the feelings of another

What is the importance of Customer Service Culture?

• It is a business management style that places consumers at the core of service delivery and operations.

• It is the assistance and advice provided by a company to those people who buy or use its products or services.

• It is the ability to analyse and identify the issues that need to be solved.

• It is the ability to understand and share the feelings of another.

What defines exceptional Customer Service?

• Going above and beyond to meet customer needs and expectations.

• Providing basic assistance and advice to customers.

• Ignoring customer feedback and complaints.

• Being indifferent to customer emotions.

Maria listened carefully to the customer about the emergency the customer was experiencing. Maria decided to speak to her manager to see if there was another way the company could help because she had been in the same situation the year before. What customer service skill is Maria demonstrating?

• Decision Making

• Technical Skills

• Motivation

• Empathy

Although Sam was new to the department, when customers asked Sam about the Alveno products, he provided answers right away and told them confidently where they could find more information. What Customer Service skill is Sam demonstrating?

• Empathy

• Decision-Making

• Technical Skills

• Creativity

What are two Customer Service skills needed to provide good service?

• Decision-Making

• Casual Listening

• Creativity

• Accounts

Jason called RKL bank three times yesterday. He left a message each time on the automated message recorder. Today he was able to speak to a person on the telephone who promised that someone will contact him to deal with the issue. That was five hours ago and the bank's closing hours are fast approaching. What seems to be the problem with the bank as it relates to giving good customer service? There is more than one answer

• Lack of Empathy

• Lack of Responsiveness

• Lack of Product Knowledge

• Lack of Personalization

The oldest known written complaint was made via

• a Voice Recorder

• the Microphone

• a Clay Tablet

• AT&T Operators

These are examples of social media channels used to reach customers.

• CLTV

• Email

• Twitter or X

• Facebook