WorksheetsQuiz For service Excellent
Total questions: 20
Worksheet time: 10mins
What is customer?
Select all answers that applies
Customer is a person who brings us his wants
Customer is our enemy.
Customer is a person who expects value in what he buys from us.
Customer is a person who sell something to us
Service is a helpful act or acts; aid; conduct which is useful for others.
True
False
Internal customer comes from ..
Inside of the Company
Outside of the Company
Inside your heart
your mind
There are the people who influence the bottom line of profits for the company. Keeping them happy and willing to return is the essence of customer service, they called as
(a)
The characteristics of excellent customer service include the following except:
a) Listening to the customer
b) Being empathetic
c) Realizing the customer’s need/s and providing excellent customer service
d) Arguing with the customer
What is Customer Service?
Doing something good for the Customer
Providing what the guest wants as a one-time courtesy.
Providing a Quality product or service that satisfies the needs/wants of a customer and keep them coming back
What is Excellent Customer Service?
Doing what is required
Going Above and Beyond the customer's expectations
Ignoring the Customer
Which of the following are not characteristics of Excellent Customer Service? Select all that applies ( 2 answers)
Listening to the Customer
Being Sympathetic
Blaming the person that worked the account before you
Being Polite
Having Integrity
What should the customer service representative do when a customer is yelling?
Yell back at them
Not respond and hang up
Sound anxious
Keep a calm, lower tone to calm the customer down
An example of giving excellent customer service is
Smile
Can do attitude
Go the extra mile
Fix your mistakes
All of the above
WHY IS THE CUSTOMER IMPORTANT?
THEY ARE FUN TO TALK TO
THEY ARE RICH
THEY ARE THE BUSINESS' BIGGEST ASSET
THEY WILL BECOME OUR FRIENDS
You should always use and ______tone of voice.
Drippy
steady and monotone
High Pitch and Excited
Calm and soothing
1. What does your client want?
TO BE UNDERSTOOD AND CARED FOR
A NEW PRODUCT
TO SPEAK WITH THE OWNER
TO SEE A DEMONSTRATION
Customers feel like you understand them when you do this...
EMPATHIZE WITH THEM
LISTEN QUIETLY WITH NO FEEDBACK
PUT THEM ON HOLD
TRANSFER THEM TO A MANAGER
What is customer service?
DELIVERING A PRODUCT OR SERVICE AS PROMISED
DELIVERING A PRODUCT OR SERVICE NEXT WEEK
ANSWERING A TELEPHONE
WAITING FOR YOUR BOSS TO ASSIGN A TASK
Providing Excellent Customer Services means exceeding the customer's expectations.
TRUE
FALSE
LISTENING IS NOT NECESSARY WHEN DELIVERING CUSTOMER SERVICE
TRUE
FALSE
You will always sound friendlier on the phone when you are...
QUIET
TALKING
SMILING
TYPING
To "Go the Extra Mile" in customer service, you should think about how you can
talk sweetly to the customer.
add a personal touch.
get feedback from the customer.
All of the above.
What do you think about all the questions above
Very Easy
Easy
Hard
Very Hard
Not Easy but not to hard either
