Workplace Readiness Skill 09 - Customer Service Orientation

What is the primary goal of customer service?

• To increase product prices

• To ensure customer satisfaction

• To reduce the number of employees

• To complicate service processes

Tags

WRS-09

DOK Level 1: Recall

Which of the following is an example of external customer service?

• Assisting a coworker with a technical issue

• Providing feedback in a team meeting

• Handling a client's complaint about a product

• Discussing project details in an internal review

Tags

WRS-09

DOK Level 1: Recall

Which technique is effective when communicating with difficult customers?

• Ignoring the customer's concerns

• Using technical jargon to confuse the customer

• Maintaining a calm and professional demeanor

• Letting the customer know they are wrong

Tags

WRS-09

DOK Level 2: Skill/Concept

What is a benefit of providing excellent customer service?

• Decreased loyalty and retention

• Increased complaints and service issues

• Enhanced company reputation and customer loyalty

• Higher employee turnover

Tags

WRS-09

DOK Level 2: Skill/Concept

In customer service, what does it mean to anticipate the needs of customers?

• Waiting for customers to state their needs explicitly before helping them

• Predicting customer needs based on indirect cues and your past experiences

• Ignoring indirect cues from customers

• Offering random solutions to speed up service

Tags

WRS-09

DOK Level 3: Strategic Thinking

How can customer service impact the overall success of a business?

• By having no impact on sales or customer retention

• By creating barriers to communication and service delivery

• By building strong relationships that enhance customer loyalty and referrals

• By focusing solely on short-term sales goals

Tags

WRS-09

DOK Level 4: Extended Thinking

What is the importance of internal customer service within an organization?

• It is irrelevant as it does not involve actual customers

• It helps improve communication and efficiency, leading to better external customer service

• It should be avoided to reduce interdepartmental conflicts

• It only serves to increase bureaucracy

Tags

WRS-09

DOK Level 4: Extended Thinking

Lina is a new employee at a high-end fashion store. She notices a young woman in a dirty T-shirt and sweatpants browsing expensive dresses. What is the best way for Lina to engage with this customer?

• Greet her and ask if she needs help finding anything.

• Tell her she does not meet the store's dress code and needs to leave

• Suggest she look at clothes at a cheaper store.

• Monitor her discreetly to ensure she does not steal anything.

Tags

WRS-09

Jordan is organizing a workshop to train new employees on the latest office software. To ensure the training is comprehensive, he seeks feedback from experienced staff members on the most essential features. Jordan is demonstrating:

• internal customer service

• external customer service

• personal development

• resource management

Tags

WRS-09

1. You work in a customer service call center and are trying to help a customer who is becoming increasingly irritated and upset. When your latest suggestion does not solve their problem, they criticize you. How should you respond?

• Stand up for yourself and criticize them for being angry instead

• Don't take it personally and continue to deal with them in a professional manner

• Hang up the phone

• Tell them you can no longer assist them and pass the call on to your supervisor

Tags

WRS-09