
7-3 Customer Service, Part 2, Reactive
Authored by Steve Wills
Business
9th - 12th Grade

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10 questions
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1.
MATCH QUESTION
1 min • 1 pt
Match the following
Complaint
A type of customer communication that claims there were deficiencies in the company’s product or service.
Complaining Customer
Someone who often experiences a challenge or general dissatisfaction with a product or service.
Dishonest Customer
Someone who feels they know more or are generally better than the average person.
Customer Exit Interview
Someone who uses manipulative measures to avoid paying for a product or service or to receive a discount.
Domineering Customer
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.
2.
MATCH QUESTION
1 min • 1 pt
Match the following
Pro-active Customer Service
The act of anticipating customer needs and doing something about it before the customer knows they need it.
Reactive Customer Service
The individualized attention provided and available to customers throughout their lifespan as customers.
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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