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7-3 Customer Service, Part 2, Reactive

Authored by Steve Wills

Business

9th - 12th Grade

7-3 Customer Service, Part 2, Reactive
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10 questions

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1.

MATCH QUESTION

1 min • 1 pt

Match the following

Customer Exit Interview

A conversation a company has with a customer after the customer leaves, to find out the reason for the decision; and this information can be used to improve the customer experience going forward and to prevent similar occurrences in the future.

Complaint

A type of customer communication that claims there were deficiencies in the company’s product or service.

Dishonest Customer

Someone who often experiences a challenge or general dissatisfaction with a product or service.

Domineering Customer

Someone who feels they know more or are generally better than the average person.

Complaining Customer

Someone who uses manipulative measures to avoid paying for a product or service or to receive a discount.

2.

MATCH QUESTION

1 min • 1 pt

Match the following

Reactive Customer Service

The individualized attention provided and available to customers throughout their lifespan as customers.

Pro-active Customer Service

The act of anticipating customer needs and doing something about it before the customer knows they need it.

Customer Service

When a company’s customer service team reacts, responds and resolves its customers’ suggestions, questions, and problems.

3.

FILL IN THE BLANK QUESTION

1 min • 1 pt

The act of anticipating customer needs and doing something about it before the customer knows they need it.

(a)  

4.

FILL IN THE BLANK QUESTION

1 min • 1 pt

The individualized attention provided and available to customers throughout their lifespan as customers.

(a)  

5.

FILL IN THE BLANK QUESTION

1 min • 1 pt

Someone who often experiences a challenge or general dissatisfaction with a product or service.

(a)  

6.

FILL IN THE BLANK QUESTION

1 min • 1 pt

A type of customer communication that claims there were deficiencies in the company’s product or service.

(a)  

7.

FILL IN THE BLANK QUESTION

1 min • 1 pt

A conversation a company has with a customer after the customer leaves, to find out the reason for the decision; and this information can be used to improve

(a)  

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