Customer service is the __________ a business takes to please customers.

• Research and experimentation

• Involvement and enhancements

• Marketing and advertising

• Management philosophy

Customer expectations evolve over time.

• True

• False

The delivery process should take how many days?

• One to two business days

• Two to three business days

• Five to seven business days

• Eight to ten business days

Which of the following is NOT suggested for promoting customer loyalty?

• Greet customers by name

• Include loyalty items in the shipping process

• Resolve questions and complaints immediately

• Calling to check in on customers daily

Employees deserve less respect than customers.

• True

• False

Proper telephone etiquette requires the phone to be answered within how many rings?

• Five

• Four

• Three

• Two

When dealing with complaints, representatives should be loud, direct and rude.

• True

• False

Employees are known as __________ customers.

• Potential
• Happy
• Easy
• Internal

Which of the following is the first step in the customer service cycle?

• Customer satisfaction

• Employee satisfaction and competence

• Training and empowerment of employees

• Superior service and delivery

If a customer’s request is unreasonable, it is all right to say no.

• True

• False