Customer Service Principles

Customer Service Principles

12th Grade

•

24 Qs

quiz-placeholder

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Customer Service Principles

Customer Service Principles

Assessment

Quiz

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Other

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12th Grade

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Practice Problem

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Created by

Jocelyn Wooten

Used 4+ times

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24 questions

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1.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

What does R.A.V.E. stand for in customer service principles?

Respond And Validate Efficiently

Respect And Value Everyone

Review And Verify Excellence

Resolve All Visitor Experiences

2.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

Which service characteristic describes the fact that services cannot be stored for later use?


Variability

Inseparability

Intangibility

Perishability

3.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

How does a company's mission statement primarily influence customer service?

It determines employee salaries

It sets the stock market value

It guides service delivery standards

It establishes product pricing

4.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

What is meant by the 'intangibility' of services?

Services can be stored for later use

Services cannot be touched or physically handled

Services are always inconsistent

Services require multiple employees

5.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

Which factor most significantly shapes customer expectations of service?

Previous experiences with similar services

The company's stock price

The number of employees

The building's architecture

6.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

What is guest recovery in customer service?

Finding lost customer belongings

Helping customers find their way around

The process of addressing service failures

Recording customer contact information

7.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

What is meant by 'variability' in services?

Services are always priced differently

Services cannot be separated from providers

Services change depending on who provides them

Services can be stored for later

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