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WorksheetsCustomer Service Review
Total questions: 20
Worksheet time: 10mins
If you correctly follow the handling complaints cycle, you should be able to
address any complaint and satisfy every customer.
True
False
Most people complain if they have a problem.
True
False
Customer service is the __________ a business takes to please customers.
Research and experimentation
Involvement and enhancements
Marketing and advertising
Management philosophy
Which of the following is suggested for handling difficult customers?
Rate how angry the customer is relative to other customers
Provide the customer with a scripted response and solution
Direct the customer to the correct channel for complaining
Attribute the problem to corporate upper management
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 accurately describes empathy?
The act and feeling of caring about and supporting another
The act of understanding and vicariously experiencing another’s situation
The feeling of having intense emotional interest and concern
The act and feeling of wanting the best for a person, regardless of individual desires
Which of the following is NOT suggested for promoting customer loyalty?
Greet customers by name
Include loyalty items in the shipping process
Resolve 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?
5
4
3
2
Solving the complaint should NOT involve which of the following?
The act and feeling of caring about and supporting another
The act of understanding and vicariously experiencing another’s situation
The feeling of having intense emotional interest and concern
The act and feeling of wanting the best for a person, regardless of individual desires
Solving the complaint should NOT involve which of the following?
Giving the customer their money back
Giving the customer a lifetime loyalty discount
Giving the customer a coupon
Exchanging the product for a different product
Analyzing the complaint involves asking __________ questions.
Closed-ended
Personal
Rating scale
Correct Answer
Drill-down
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 of the handling complaints cycle?
Analyze the complaint
Listen to the customer
Confirm the complaint
Identify the complaining customer
How many steps are in the handling complaints cycle?
3
4
5
6
Part of customer service is staying in constant communication with customers.
True
False
If a customer’s request is unreasonable, it is all right to say no.
True
False
What is the first step in the customer service cycle?
Customer satisfaction
Training and empowerment of employees
Employee satisfaction and competence
Superior service and delivery
