Customer Service FINAL SET 1

Which of the following is the MOST critical when defining customer service?

• Price of service

• Customer satisfaction

• Technology used

• Number of employees

True or False: A customer can "fire" the CEO of a company simply by choosing another service provider.

• True

• False

Which TWO are basic needs of a customer?

• Friendliness

• Empathy

• Profitability

• Market share

What is the FIRST step in problem-solving with a dissatisfied customer?

• Offer compensation immediately

• Apologize without listening

• Listen without interruption

• Refer to a supervisor

Which factor damages first impressions the MOST?

• Smiling at customer

• Polite greeting

• Ignoring the customer

• Using their name

In the Five P's of Customer Service, "Policies" primarily influence:

• Customer loyalty

• Internal pricing

• Employee salaries

• Competitor analysis

True or False: A 5% increase in customer loyalty can raise profits by up to 95%.

• True

• False

Which THREE are part of the 12 Steps of Superior Hospitality Service?

• Maintain a pleasing environment

• Ignore client complaints

• Offer incentives for staff

• Accommodate reasonable wishes

Which of these is an essential element in creating long-term customer loyalty?

• Consistency in service delivery

• Frequent change in staff

• Rigid processes with no flexibility

• Reducing customer feedback

Which TWO are principles of Positive Reinforcement in retail?

• Immediate feedback is powerful

• Reinforcement is the same for everyone

• Reinforcement exists only in the eyes of the beholder

• Reinforcement eliminates training