WorksheetsSteps to Superior Customer Service- Final Assessment
Total questions: 10
Worksheet time: 5mins
Customer service is the __________ a business takes to satisfy customers.
Research and experimentation
Involvement and enhancements
Marketing and advertising
Management philosophy
Customer expectations evolve over time.
True
False
The delivery process should take how many days?
One to two business days
Two to three business days
Five to seven business days
Eight to ten business days
Which of the following is NOT suggested for promoting customer loyalty?
Greet customers by name
Include loyalty items in shipping
Solve questions and complaints immediately
Use a variety of media for marketing efforts
Employees deserve less respect than customers.
True
False
Proper telephone etiquette requires the phone to be answered within how many rings?
Five
Four
Three
Two
When dealing with complaints representatives should be loud, direct and rude.
True
False
Employees are known as __________ customers.
Potential
Happy
Easy
Internal
What is the first step in the customer service cycle?
Customer satisfaction
Employee satisfaction and competence
Training and empowerment of employees
Superior service and delivery
If a customer’s request is unreasonable, it is all right to say no.
True
False
