Tutorial

Customers are more easily satisfied if their expectations are effectively managed

• True

• False

In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.

• True

• False

Most upset customers will calm down if you offer a sincere apology.

• True

• False

If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.

• True

• False

When a customer calls for technical support, its realistic to require them to explain the problem in technical language.

• True

• False

When you answer a call, and the customer really needs to resolve the issue with another department, it’s your responsibility to make sure the customer reaches someone who can help.

• True

• False

When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.

• True

• False

When dealing with an abusive customer on the phone, it’s important to hang up right away.

• True

• False

After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they’re satisfied and thank them for their business.

• True

• False

Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.

• True

• False