WorksheetsEffective Customer Service
Total questions: 20
Worksheet time: 14mins
The basics are the basis of customer service.
True
False
Body language may even be more important than appearance, because it conveys inner feelings and emotions.
True
False
It is much practical to find a new customer rather than to keep the existing customers satisfied.
True
False
Customer needs must be met to ensure customer satisfaction.
True
False
Company must need to allot a large amount budget to be able to provide an effective customer service.
True
False
(a) includes not just the paying customer but also anyone who receives the benefit of the goods and services.
(a) any specific person or department who play in helping you to serve the external customers.
(a) is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.
(a) is an individual or business that purchases the goods or services produced by a business sector.
(a) is the key for customer satisfaction.
How does solving difficult-customer situations benefit your company?
It will generate repeat business.
The difficult customers won’t bother you again.
You will get a promotion.
All the employees will get promotions.
How does solving difficult-customer situations benefit you personally?
You will encounter difficult customers less frequently.
Your customers will be happier.
You gain valuable communication skills.
Your boss will automatically give you a raise.
Which of the following is the best way to handle dominant customers:
Never press for sales or decisions.
Don’t jump to quick conclusions.
Let them have their say.
Explain and demonstrate good service as many times as you need to.
Which of the following things one must do when dealing with irate customer?
Be calm
Be controlled
Asked question
All of the above
What type of customer that shares a similar characteristic with compliant?
reserved
influencing
dominant
none of the above
What type of customer that shares a similar characteristic with dominant?
reserved
influencing
compliant
none of the above
Mike is explaining to his customer the entire process for loan application. His customer is so quite for the whole conversation. He barely says a word and was just listening attentively. Mike's customer is
reserved
dominant
influencing
compliant
Mariel is assisting a customer who would like to open a time deposit. While she's processing his customer's transaction Mariel noticed that her customer had never stopped talking and it made her feel distracted. Actually he was already able to share the story of his entire life. Mariel's customer is
compliant
influencing
dominant
reserved
Efren is discussing to his customer that his total approved amount of loan is P100,000.00 but he'll only receive P82,000.00 due to loan deductions. The customer seems too busy on his phone and is not paying attention. After Efren finished explaining, the customer finally speak up and was really disappointed. "I am expecting for P100,000.00, now if you will not able to provide me the amount that I need, I'd better drop my loan application!" Efren's customer is
compliant
dominant
reserved
influencing
Joice provided the loan computation slip to the customer that contains the total amount that he has to pay over the counter. The customer was so surprised as it cost more than what he is expected. So he returned it again to Joice and requested to explain to him how she was able to come up with that amount. He even asked every details written on the slip. Joice' customer is
reserved
influencing
compliant
dominant
