Worksheets5W26 – Customer Service for IT Service Providers
Total questions: 67
Worksheet time: 34mins
Branding (and customer service) is . . .
Your Logo
What others think
Your public image
Everything you do
Karl argues that you need to be "bad" at something in the service of
Controlling costs
Excellence elsewhere
Higher profits
Which of these is NOT one of the Three P’s of customer service?
People
Processes
Personality
Programs
Customer Service should be
Sustainable
Profitable
Scalable
All of these
Customers just call it
Customer Service
Service
Good business
Good processes are built on
The exception to the rule
Things that happen all the time
Your worst clients
Your best clients
Your unique selling proposition is defined as much by what you don’t do as by what you do
True
False
It’s okay if you bolt on customer service after the fact
True
False
You need to do amazing 10x things to make clients love you so much they will never leave
True
False
The customer is always right
True
False
Customer Service should be profitable
True
False
Customer Service happens when anyone outside your company interacts in any way with anyone or any process inside your company.
True
False
Customer Service is delivered by the customer service department
True
False
Before you do anything else, you must ?
Define your ideal client
Create a business plan
Create good processes
If you do everything the client asks, and you ask nothing in return, you are ?
A customer service superstar
A replaceable commodity
Good service must be built into every . . .
Job
Job Description
Employee Evaluation
All of these
When hiring for customer service, which comes first, according to Don Crawley?
Technical Talent
People Skills
Salary
All customers are worth keeping.
True
False
You MUST place requirements on the Client if you want them to stay.
True
False
Clients have to follow your processes and rules - just like employees.
True
False
Your success in implementing your processes is determined by your employees? talent and temperament.
True
False
Service can only be excellent when the behavior of the client is consistent with the service model of the consultant.
True
False
Customer Service is a one-way relationship in which you give and the client takes.
True
False
To make clients feel cared for, it helps to always
Bill promptly
Send performance surveys
Close the loop
All SOPs should be ?
Customized per client
Profitable by default
Clearly posted
Which of these need to play their role in order for you to provide great customer service?
Your employees
Your clients
Your processes
All of these
An ideal __________ gives you a great opportunity to introduce your clients to your processes.
Sales process
First job
Contract
You can’t control people, but you can control ?
Your processes
Your employees
Your clients
Pay scales
Every job and client are unique
True
False
You should do whatever it takes to get the job done, and then adopt good practices later
True
False
Your first visit should set you apart as an expert and a professional
True
False
You client welcome letter should be a quick one-paragraph PR tool
True
False
Documenting 80-90% of ?normal? operations is awesome
True
False
You do not need to respect people to treat them with respect
True
False
Clients draw a clear line between you and your outsourced resources/employees
True
False
Clients will do (and expect) what you train them to do (and expect)
True
False
When a measure becomes a target, it ceases to be a good measure
True
False
Who needs to "play their role" for your company to provide excellent service?
Client
Employees
Both clients and employees
To define a great customer service program, you need to start by defining the clients you serve.
True
False
Ideally, your company will be good or excellent at everything.
True
False
When it comes to sales people and technicians, you get the behavior you reward.
True
False
You should collect customer service advice and gradually adopt all of it when you can.
True
False
When you define excellence, you help to set client expectations.
True
False
No SOP should lose money by default.
True
False
Customer service should be ?
Consistently good
Sustainably good
Profitable
All of these
If you can only pick one, you should create cusomter service experiences that are
Excellent
Consistent
10x
If you haven’t intentionally defined policies, you might be "accidentally" incentivizing employees in bad behavior.
True
False
Which of these SOPs can help create good service by default?
Close the loop
Let employees do what they want
Have sales people advocate for the client
Why is a "coasting" employee a bad thing for customer service?
Clients may think they don’t care
You’re not getting your money’s worth
They steal
Great Customer Service should change ?
The client?s perception of what you sell
How you sell service
The nature of what clients believe they are buying
All of these
You should provide excellent, fast service …
Every time
Whenever possible
When it fits your business model
Never
Your employees should be ?
Nice
Competent enough to give good service
Supremely competent
It's extremely important to make sure that automation reduces friction rather than increases it.
True
False
One example of automation that's good for you and bad for the client is automatically closing old tickets
True
False
If an automation cost a lot and is rarely used or a client doesn't like it, it should be discarded.
True
False
If your automation makes promises on your behalf, clients will judge you on the follow-through
True
False
Clients will never be happy with automated processes, even if well implemented
True
False
No SOP should be designed to lose money by default
True
False
According to Karl, sometimes automation is good even if it loses money
True
False
When you eliminate the human component, you reduce client feedback
True
False
Which of these are good reasons to automate?
Reduce customer friction
Provide better service
Make more money
All of these
According to a study by Capterra, 72% of customers blame their bad service experiences on ?
Having to explain their issue to multiple people
Inability to get someone on the phone
Having to use web forms
Which is not a good reason to automate a process?
It's good for you and the client
It's good for the client but not for you
It's good for you but not the client
If automation is good for everyone, and doesn't lose money, you need to
Make sure the implementation is working well
Set it and forget it
Outsource its execution
With any automation, client feedback should be requested ? (choose the best option)
The first time they use it
For the first month
All the time, continuously
If you have more than two automation tools, the probability that they overlapping functions is
Very Low
About Even
Very High
"Set it and forget it" is ?
A recipe for disaster
A comforting feeling
The great advantage of automation
