Rise up 3: The Value of Customer Service

What is the goal for each customer in terms of service experience?

• To have a negative service experience

• To have a neutral service experience

• To have a positive service experience that meets or exceeds expectations

• To have a confusing service experience

Which of the following is NOT a key factor in maintaining a customer base?

• Customer relationship marketing (CRM)

• Loyalty

• Retention

• Advertising

What does a brand describe?

• The color scheme of a company

• How people feel about the company and how they do business

• The location of the company

• The number of employees in the company

Which of the following is NOT mentioned as a way a brand is influenced?

• Advertising

• Marketing

• Online Interactions

• Product Pricing

What is a unique way that an organization's employees interact with each other and with customers called?

• Customer Service

• Company Culture

• Product Assortment

• Brand Promise

Which of the following is NOT a key customer service skill?

• Treat people with respect

• Listen actively

• Increase sales

• Be professional

Which of the following is a result of customer satisfaction?

• Builds trust

• Reduces costs

• Increases employee turnover

• Decreases product quality

After how many negative experiences will 51% of customers never do business with a company again?

• 2

• 3

• 1

• 4