Customer Service in the Digital Age

Customer Service in the Digital Age

Assessment

Interactive Video

Business, Professional Development, Life Skills

9th - 12th Grade

Hard

Created by

Ethan Morris

FREE Resource

The video emphasizes the importance of honesty and setting realistic expectations in customer service, using Amazon as an example. It highlights the need for companies to be transparent about their capabilities and suggests that limited customer interaction can be a feature rather than a flaw. The key takeaway is that openness and honesty are crucial in both customer and employee relations.

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7 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Why is it important for companies to set realistic expectations in customer service?

To reduce costs

To attract more customers

To avoid disappointing customers

To increase sales

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What should companies avoid doing in their enthusiasm for their services?

Overpromising service quality

Offering too many discounts

Hiring too many staff

Expanding too quickly

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is a key aspect of Amazon's customer service strategy?

Guaranteeing same-day delivery

Offering 24/7 phone support

Offering discounts for complaints

Providing clear communication methods

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How does Amazon ensure customer satisfaction despite limited human interaction?

By providing 24/7 chat support

By having a large call center

By offering discounts

By setting clear communication expectations

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In addition to customer interactions, where else should companies be transparent?

In their marketing strategies

In their employee interactions

In their product designs

In their financial reports

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What does the saying 'It's not a bug, it's a feature' imply in customer service?

All issues should be fixed immediately

Features should be hidden from customers

Some challenges can be seen as advantages

Customers prefer more interaction

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is a potential benefit of being upfront about interaction limitations with customers?

Customers will handle their own issues

It reduces the need for customer service staff

It increases the company's profit margin

It allows for more product development