THE CHALLENGES OF CUSTOMER SERVICE

Laziness, poor communications skills,

moodiness, inability to handle stress, and

inadequate staff are all enhancements to

customer service

• True

• False

The way we see something based on our

experience is our perception.

• TRUE

• FALSE

Expectations are always negative

• TRUE

• FALSE

Expectations are always based on our

perceptions.

• TRUE

• FALSE

The average scope of influence that an

individual has is between seven and

fifteen people

• TRUE

• FALSE

The reputation of a company really is not

important to prospective customers.

• TRUE

• FALSE

Our personal credibility can be the

one characteristic that determines our

success as people and as customer service

providers.

• TRUE

• FALSE

Once credibility is lost, it is easy to regain.

• TRUE

• FALSE

Ethics are a set of principles that govern the

conduct of an individual or group.

• TRUE

• FALSE

It is always popular to do the right thing

and to have high ethical standards.

• TRUE

• FALSE