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WorksheetsMOOC INTRO Customer Service Quiz
Total questions: 15
Worksheet time: 21mins
What is the definition of customer service?
D. Managing employee relations
C. Marketing to potential customers
B. Enhancing the customer's experience
A. Providing products to customers
Briefly explain customer satisfaction.
A. Meeting customer expectations
B. Increasing company profits
D. Managing supply chain logistics
C. Developing new products
Explain how an organization is able to achieve excellent customer service?
D. By increasing customer complaints
A. By reducing customer satisfaction
B. By ignoring customer feedback
C. By continuously developing skills
What are the five (5) needs that every customer has?
A. Price, Action, Services, Quality, Appreciation
B. Speed, Technology, Innovation, Marketing, Sales
C. Communication, Collaboration, Creativity, Critical thinking, Culture
D. Leadership, Management, Strategy, Finance, Operations
Differentiate the two types of customers.
D. National and International
C. Online and Offline
B. Retail and Wholesale
A. Internal and External
What is one of the reasons why customer service is important to a business?
C. To improve products and services
B. To lose customers
D. To ignore customer feedback
A. To decrease sales
What is one mandatory skill for customer service representatives?
A. Creativity
B. Patience
D. Financial analysis
C. Technical expertise
What is the purpose of identifying customer attributes?
B. To categorize customers
A. To increase customer complaints
D. To reduce customer satisfaction
C. To ignore customer needs
What are the consequences of losing customers?
C. Improved customer service
D. Expansion of the business
B. Loss of reputation
A. Increase in sales
What is the purpose of customer service channels?
D. To increase customer complaints
B. To ignore customer feedback
C. To provide support to customers
A. To decrease customer satisfaction
Briefly explain customer satisfaction.
Explain how an organization is able to achieve excellent customer service?
Whare are the mandatory skills and abilities, customer service representatives need to have?
Customer service is anything we do for the customer that enhances the customer’s experience.
True
False
Customer service and satisfaction are easy to measure
True
False
