NEW
Font size
S
M
L
XL
WorksheetsSeptember Customer Service Quiz
Total questions: 8
Worksheet time: 4mins
Name
Class
Date
1.
What can you do to anticipate customer’s needs?
a)
Know the common products or services needed by customers
b)
Keep all the daily update emails
c)
Answer many calls a day
d)
Assume all customers are asking for the same thing
2.
Unhappy customers are your greatest source of learning.
a)
TRUE
b)
FALSE
3.
“Customer service is a _____________ act that demonstrates a ____________ desire to satisfy, if not delight, a customer”
a)
Random, deep
b)
Voluntary, genuine
c)
Expected, expected
d)
Unique, strong
4.
Many customers are willing to pay more to the company that provides them better customer service
a)
TRUE
b)
FALSE
5.
Which company advocates <The problem is not the problem. The problem is your attitude about the problem > as a customer experience lesson?
a)
Amazon
b)
Disney
c)
Zappos
d)
Wal Mart
6.
"The key is to set realistic customer expectations, and then not to just meet them, but to exceed them - preferably in unexpected and helpful ways"
Who said this?
Who said this?
a)
Tony Hsieh
b)
Guy Kawasaki
c)
Richard Branson
d)
Steve Jobs
7.
Under the ABC's of Customer Service, what does "P" stands for?
a)
Patience
b)
Protection
c)
Passionate
d)
People First
8.
Customer Service Lessons from Amazon.com
"Don't just _____________ to your customers, _______________ them"
"Don't just _____________ to your customers, _______________ them"
a)
flare up , advise
b)
humor , understand
c)
explain , accept
d)
listen , understand
Reset
