WorksheetsCustomer Service Exercise
Total questions: 40
Worksheet time: 25mins
Choose the most barriers to excellent customer service
good attitude
courtesy
serving customers on autopilot
ability to handle stress
"The way that we see something based on our experience" is the meaning of...........
perception
expectation
analytical
assumption
Perceptions reflect the ways that we have been treated, ..........., priorities, prejudices, and sensitivity to others.
our value
our credibility
our reputation
Expectations may be always positive
True
False
.............. are our personal vision of the result that will come from our experience.
Assumption
Perception
Expectations
imagination
There are ......... level of expectations
two
three
four
five
Choose two level of expectation
primary expectation
previous expectation
prior expectation
secondary expectation
................... are expectations based on our previous experiences that are enhancements to our primary expectations.
Primary expectation
Secondary expectation
Prior expectation
Previous expectation
Primary expectation are the customers’ most basic requirements of..............
an interaction
an action
behaviour
ethics
A customer’s expectations .............
change constantly
remain same
change periodically
consistence
............ is our ability to influence other based on our perceptions or experiences
Specification of influence
Scope of influence
Influence attribute
On average, our opinions influence between ......... people
7-15
20-30
2-3
80-100
.............is the process of identifying how a company is perceived and establishing an action plan to correct, maintain, or enhance the company’s reputation
Credibility
Influence
Trust
Reputation management
There are ........ techniques for exceeding customer expectation.
three
five
nine
four
One of the techniques for exceeding customers' expectation is to become ........... with your customer
enemy
over friendly
familiar
rapport
Customer service should ask customer expectation.
True
False
What is the meaning of live up customer expectation?
Unfollow through by accomplishing what you have said that you would do
Follow through by accomplishing what you have said that you would do
Credibility is made up of the combination of our current knowledge, reputation, and .................
popularity
professionalism
influence
Working successfully with others shows that you have common goals and can benefit from each individual’s specific skills. That mean customer service should......
become a teammate with top management
become teammate with coworkers
become teammate with external customer
........ are a combination of our beliefs, perceptions, and ideas about eh appropriate response to a situation.
Value
credibility
popularity
reputation
Both individuals and companies have their own specific sets of values
True
False
....... are a set of principles that govern the conduct of an individual or group.
Morale
Ethics
Behavior
Our personal ......... can be the one characteristic that determines our success as people and as customer service providers
credibility
popularity
aura
behaviour
After .........., customer service providers must begin to understand the customers that they are serving.
assessing management strengths and weaknesses,
assessing customer's strengths and weaknesses,
assessing their own strengths and weaknesses,
Companies must effectively communicate to their employees what the company’s values are.
TRUE
FALSE
Identify two examples of external customers:
Walk in customer
Warehouse employees
HR staff
Regular customers
8. What is the main purpose of customer service?
To meet needs and expectations.
To deliver standards.
To work as part of a team.
To increase sales
Which one of these roles does not deal directly with customers?
Receptionist at Hotel Seri Malaysia
Shop Assistant at Watson
Food Panda rider
Cleaner
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Slow nodding of the head
Smiling
It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:
Make sure your clothes are neat and you look professional
Find your sales book and get it ready for your next sale
Tidy up the product display before showing it to the customer
Greet the customer and make them feel welcome
What 2 scenarios might require you to get your manager involved in the complaint?
When you don't want to deal with an angry customer
When the customer asks to speak to the manager
When the customer is happy with the solution
When you've reached your level of authority and need approval for further action
Which of the following would you classify as an “Internal Client/customer “?:
Customer who walks into a room and orders lunch
Danish, your co-worker asking you for assistance regarding a report which is due tomorrow
Person calling to ask about your products/ services
Following are the ways that may destroy trust, EXCEPT
fail to walk the talk
fail to do what you say you are going to do
make unexpected changes with no reason
you manage to meet your promise
How you want to show that you being accountable to others?
does not admit the mistakes been done
always show off that you know everything
accepting complete responsibility for your behavior
doesnt meet up the others expectation
There are FIVE basic customers` needs and wants that should be meet up by all of the customer service staff.
True
False
Good Customer Service helps to:
Build Your Brand
Create Trust With Your Customers
Reduce Customer Complaints & Minimise Problems
All of the Options
Characteristics of Services are... (select TWO)
Intangible
Tangible
Inseparability
Homogeneous
