WorksheetsMOOC Coping with Unique Customers Quiz
Total questions: 15
Worksheet time: 17mins
What is the main reason for treating some customers as unique?
They have special needs that require special attention
They are difficult to deal with
They are always right
They are from a different culture
What is the advantage of learning to cope with unique customers?
Decreased professionalism
Decreased efficiency
Increased professionalism
Increased stress for both parties
What is the purpose of a 'Responsibility Check' in customer service?
To shift the responsibility to the customer
To create cost for the company
To clarify who should have the responsibility
To avoid dealing with unique customers
How should customer service providers handle conflicts with unique customers?
Avoid conflicts at all costs
Learn to cope with conflicts
Express regret without taking any action
Shift the responsibility to the customer
What is the main focus of empathy in customer service?
Problem-solving
Expressing grievances
Shifting responsibility
Avoiding conflicts
How should customer service providers treat regular customers?
Recognize them with a smile
Avoid learning their names
Impose bad mood on them
Disrespect their time
What is the main reason for showing respect towards all customers, regardless of their issues?
To avoid conflicts
To retain established customers
To shift responsibility
To decrease professionalism
What is the main purpose of categorizing unique customers?
To avoid dealing with them
To recognize their knowledge
To treat them with respect
To understand their questions and concerns
What is the main purpose of listening to customers in customer service?
To shift responsibility
To allow customers to express their concerns
To express grievances
To avoid conflicts
What is the main advantage of recognising the knowledge of customers in customer service?
Increased professionalism
Increased stress
Avoiding conflicts
Decreased efficiency
Respecting the customer’s time is one way to keep from creating challenging customers.
True
False
Customer service providers should never admit that they were wrong.
True
False
What is empathy?
What type of customer do consider unique?
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Provide an example of a time when you misled a consumer and later fixed your error
