Chapter 2

What is the primary responsibility of a company according to Peter Drucker?

• To maximize profits

• To innovate constantly

• To expand its market share

• To serve its customers

Who are considered internal customers?

• Employees within the organization

• End customers

• Clients and vendors

• Visitors to the organization

What does customer centricity involve?

• Standardizing all services

• Focusing solely on profit generation

• Aligning resources to respond to customer needs

• Minimizing customer interactions

Which of the following is NOT an element of customer service?

• Honesty

• Aggressive sales tactics

• Professionalism

• Friendly behavior

What is a key characteristic of customer-centric companies?

• They focus on product features

• They prioritize customer relationships

• They avoid customer feedback

• They limit customer interactions

What does the term 'active listening' refer to?

• Ignoring customer complaints

• Listening only to the loudest customers

• Being available and attentive

• Providing quick responses without understanding

Which attitude is essential for providing good customer service?

• Enjoying helping people

• Focusing on personal gain

• Avoiding difficult conversations

• Being indifferent to customer needs

What should you do to display a customer service attitude?

• Ignore customer feedback

• Be enthusiastic

• Use negative language

• Speak in a monotone voice

What is the importance of empathy in customer service?

• It focuses on company profits

• It reduces the need for communication

• It helps in understanding customer emotions

• It allows for better product sales

What is a common mistake made in customer service?

• Providing alternatives

• Being rigid

• Listening actively

• Taking ownership