WorksheetsCustomer Service Skills Test 1
Total questions: 10
Worksheet time: 10mins
Customers who complain want . . .
Something for nothing
To be heard and have their experience validated
To vent for the sport of it
To be made majority shareholders in the company
Customer Care is:
A managed care medical program for customers
A nifty alliterative phrase that looks good in company brochures
A new program where customers care for themselves
A philosophy wherein the customer is wrapped in service even before a problem arises
For a company to be considered service-oriented:
It must mention customer service in its mission statement.
At least 18.3% of its employees must work in the customer service department
Its managers must at one time have been CSRs
Customer service must be addressed by all departments
Customer Service departments:
Are the afterthought that cleans up messes other departments cause
Build customer loyalty
Are leaders in understanding customer behavior patterns and market research
CRM stands for:
Customers Rarely Matter
Can’t Remember Much
Customer Relationship Management
Customers Rudimentarily Managed
Customers who complain:
Had unhappy childhoods
Are genetically predisposed to be sourpusses
Have trouble in their primary relationships
Are doing you a service in identifying what isn’t working in your business or organization.
Customer Service Culture is
A new form of yogurt where the lid removes itself for you
Behavior being analyzed in a Petrie dish for contagions
A mythical civilization in which everyone smiles and welcomes you when they meet
An environment where customer service permeates the thinking of the entire company.
A complaining customer is...?
Almost right
Always the customer
Often lying
Always right
A Call Center is defined as:
The midpoint in duration of a telephone call
A revenue sink hole
A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
A location where complaints and problems are converted into successful saves for your customers and your company
A happy customer means..?
the customer will answer a survey negatively
a crazy customer
a satisfied customer
the customer is always right
