CRE Assessment - UAE

What is a key component of building customer loyalty?

• Minimizing interaction time

• Avoiding follow-up contacts

• Recognizing and rewarding repeat customers

• Limiting service options

In the context of customer relationship management, what is the main goal of follow-up communication?

• To market new products

• To maintain customer relationships

• To bill the customer

• To gather feedback for product development

What is the primary reason for greeting customers warmly over the telephone?

• To confirm the customer's contact details

• To set a positive tone for the interaction

• To sell additional services

• To shorten the conversation

What is a common mistake in handling customer complaints?

• Overpromising and underdelivering

• Listening to the customer's concerns

• Offering compensation if necessary

• Checking back with the customer post-resolution

Which strategy is least effective in building long-term customer loyalty?

• Customized loyalty programs

• Frequent customer feedback requests

• Neglecting long-term customers in favor of new ones

• Regular updates about new services

Which type of question is most effective for gathering detailed information?

• Closed-ended

• Rhetorical

• Leading

• Open-ended

What does demonstrating empathy in customer service involve?

• Offering discounts to the customer

• Solving the problem quickly

• Understanding and sharing the feelings of the customer

• Confirming the details of the complaint

Why is it important not to use jargon when speaking with customers?

• It takes more time to explain

• It can confuse and alienate the customer

• Customers prefer simpler explanations

• It is less professional

What is an effective questioning strategy to uncover a customer's needs?

• Asking primarily yes or no questions

• Making assumptions based on previous customers

• Using a mix of open and closed-ended questions

• Avoiding direct questions to not annoy the customer

What is the best approach to ensure customer satisfaction after an interaction?

• Prompt follow-up to confirm resolution satisfaction

• Waiting for the customer to contact again

• Sending a generic thank you message

• None of the above