WorksheetsCustomer Service Pt.1
Total questions: 12
Worksheet time: 4mins
Who is a Customer? Choose the answer that BEST suits the question.
Someone who sells at a Tuck Shop
Someone who operates a call center
Someone who receives and/or consumes products and services
All of the above
Based on what we've discussed, what is EXCELLENT Customer Service?
It means understanding just the importance aspect of a product or Service
Exceeding the your expectations
Spoiling your customer
Exceeding the customer's expectations
Select the BEST answer (s) that are considered characteristics of Excellent Customer Service.
Listening to the customer
Being Sympathic
Taking Responsibility
Professional Staff
All of the above
Which is NOT an advantage of a Customer perceiving the Sales Agent as confident and Knowledgeable to help them.
It will increase sales
Encourages repeat customers
Discredit credibility
Increase customer satisfaction
Select the THREE (3) Key Elements of Customer Service
Condense your Definition of the Product
Knowing who your Customers are
Develop a Customer Friendly Approach
Expand Your Definition of Service
Expanding your Definition of Service means:
You Limit the amount of time spent with a customer
Giving the customer everything requested
Providing satisfaction, having the customer leaving pleased at the result of the transaction
None of the above
A positive attitude is NOT a destination. It is_____________.
Something you can read up on temporarily
Not healthy and recommended
A way of life
The trainer's ideology
Select the TWO (2) critical qualities to the "Customer Friendly Approach"
Consumption
Correlation
Relationships
Communication
Select the BEST answer(s)...Knowing who your Customers are means:
They need someone to hold their hands and walk them through the process
You conduct a research on your customers, their habits, and what they want and expect
Selectively listen to your customer and assume ethnic background
All of the above
At iTEL BPO Smart Solutions, we a guided by 4 Y's. They are:
Quality
Family
Integrity
Accountability
Reliability
Expand the definition of Customer Service to include co-workers refers to know who your customers are...
True
False
A positive attitude can do the following. Select all that applies.
Builds better Interpersonal Relationship
Make more money
Drains Energy
Fosters Promotion
