
Training To Trainee Batch 1 Part 2
Authored by Tri Wahyuni F
Professional Development
Professional Development
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15 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa tujuan dari Customer Experience?
Memenuhi kebutuhan nasabah saat ini
Menciptakan pengalaman positif keseluruhan bagi nasabah
Fokus pada proses penjualan saja
Mengutamakan keuntungan tanpa relasi jangka panjang
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa perbedaan utama antara Customer Service dan Customer Experience?
Customer Service fokus pada proses, Customer Experience fokus pada keuntungan
Customer Service bersifat reaktif, Customer Experience bersifat proaktif
Customer Service lebih penting dibandingkan Customer Experience
Tidak ada perbedaan signifikan
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa dampak jika perusahaan fokus pada Customer Experience?
Mengurangi loyalitas pelanggan
Meningkatkan reputasi negatif perusahaan
Menciptakan bisnis jangka panjang dan advokasi pelanggan
Memperlambat proses pelayanan
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Bagaimana Infrastructure Experience mendukung Customer Experience?
Dengan menyediakan lingkungan bersih, rapi, nyaman, dan unik
Dengan hanya fokus pada tata letak barang
Dengan mengabaikan estetika dan keunikan perusahaan
Dengan memberikan layanan seadanya
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Mengapa Customer Experience penting untuk keberlanjutan bisnis?
Karena hanya memengaruhi pelanggan saat ini
Karena menciptakan persepsi positif, loyalitas, dan bisnis jangka panjang
Karena berfokus pada aspek keuangan perusahaan
Karena mengurangi pengaruh pelanggan terhadap perusahaan
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa yang harus dilakukan seorang customer service ketika menjawab telepon?
Menunggu telepon berdering lebih dari tiga kali
Langsung berbicara tanpa salam pembuka
Mengucapkan salam pembuka dan memperkenalkan diri
Membicarakan hal lain saat telepon diterima
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Sebutkan salah satu kesalahan yang tidak boleh dilakukan saat berbicara melalui telepon!
Makan atau mengunyah
Menawarkan bantuan
Memberikan informasi yang jelas
Menyebut nama penelepon secara konsisten
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