WorksheetsCustomer Service Review
Total questions: 20
Worksheet time: 10mins
Why should employees act as if customers are their employers?
customers own the business
employees might work for the customers in the future
customers pay employees' bonuses
employees would not have jobs if there were no customers
n order to provide good service, employees should give customers
free products
limited information
political opinions
complete attention
What do customers expect business employees to be?
laid-back
irresponsible
wealthy
well-informed
What can employees do to help provide good service to customers?
change inventory
resolve problems
plan events
change business hours
What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error.
get as upset as the customer
blame the billing department
find out what caused the mistake
call the person's supervisor to complain about the customer's attitude
Being customer-oriented most benefits employees by supporting their
careers
productivity at home
competitiveness with co-workers
time management skills
Emphasizing customer service can help a business to be
irresponsible
competitive
objective
possessive
What is often a benefit to a business of providing good customer service?
more complaints
increased expenses
longer season
greater profits
Businesses whose employees demonstrate a customer-service mindset often benefit from
increased costs
reduced complaints
rapid employee turnover
decreased employee morale
.
What staff are responsible for displaying a customer-service mindset?
all staff
those with direct customer contact
management
those with indirect customer contact
What do employees often obtain by solving customers' problems quickly and satisfactorily?
repeat business
individual priority
personal service
negative experiences
Employees usually are able to provide good customer service by considering the customers'
wages
habits
needs
appearance
What should employees do to maintain a customer-service mindset?
decide how to spend their break time
listen to the words of soothing songs
maximize conversations with co-workers
devote their full attention to customers
One way that employees can provide efficient, quick service to customers is by being
forceful
organized
detached
aggressive
A customer telephoned to complain that a promised shipment had not arrived and wants to find out what happened. You say that you will check and call back. How do you show a customer-service mindset?
by helping to organize the warehouse
by talking about the problem with co-workers
by calling back as soon as possible with an answer
by following up to see if the customer is satisfied with your company's service
When is the right time to demonstrate a customer-service mindset?
always
never
sometimes
when it's convenient for you
What does the following statement mean? "Customer service is very inexpensive to initiate within a business, yet the absence of customer service will prove costly."
It will be costly if you lose loyal customers due to poor service
it's expensive to train employees so this is an invalid statement
poor customer service increases profit potential
good customer service decreases profit potential
Which of the following is NOT one of the three Cs of customer service?
concern
competence
communication
consistency
Which of the following is NOT a good reason to learn about customer service?
it benefits an employee's career
leads to less complaints from customers
can make businesses more profitable
increases employee turnover
Who benefits from delivering excellent customer service?
employees
customers
business
all of these are correct
