Steps to Superior Customer Service

Front

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

Back

Involvement and enhancements

Front

Customer expectations evolve over time.

Back

True

Front

The delivery process should take how many days? Options: One to two business days, Two to three business days, Five to seven business days, Eight to ten business days

Back

Two to three business days

Front

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

Back

Calling to check in on customers daily

Front

Employees deserve less respect than customers.

Back

False

Front

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

Back

Three

Front

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

Back

False

Front

Employees are known as __________ customers.

Back

Internal

Front

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

Back

Training and empowerment of employees

Front

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

Back

True