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EBS_Chap6

Authored by AT ANG

Business

4th Grade

Used 7+ times

EBS_Chap6
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22 questions

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1.

FILL IN THE BLANK QUESTION

1 min • 1 pt

What is customer service?

2.

FILL IN THE BLANK QUESTION

1 min • 1 pt

Customer satisfaction transforms regular customers into ______ customers, and repeat customers eventually become _____ customers.

3.

CATEGORIZE QUESTION

3 mins • 1 pt

Organize these options into the right categories

Groups:

(a) Customer service

,

(b) Customer experience

mostly handled by salespeople and other frontline staff

cust interact with sales persons, delivery persons, repair and maintenance staff at diff points

having a +ve experience when customers call a cust hotline to arrange the return of a product

Actions taken by a company

Approaching customers

After-sale service

Holistic approach by the whole business

Service recovery

4.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

To deliver quality customer service, service staffed need to:

be unapproachable

have clear communication skills

have problem-solving skills

be unaware

have the ability to close the customer experience positively

5.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

To deliver quality customer service, service staffed need to:

be customer-focused

be approachable

be knowledgeable

without problem-solving skills

poor communication skills

6.

CATEGORIZE QUESTION

3 mins • 1 pt

Organize these samples into the right categories for quality customer service

Groups:

(a) Be knowledgeable

,

(b) have clear communication skills

,

(c) have problem-skills

Front desk staff greet guests warmly and cheerfully

Tour guide to have good knowledge of the attraction

Tour guide be warm and friendly when delivering information

Sales staff able to tell the features of different types of computers, warranty periods

Front desk staff handle guests requests efficiently

7.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

There are three ways to approach customers as below:

Greeting approach

Making assumption approach

Service approach

Being too aggressive apprach

Product approach

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