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WorksheetsSteps to Superior Customer Service
Total questions: 22
Worksheet time: 11mins
Customer service is the __________ a business takes to please customers.
Research and experimentation
Involvement and enhancements
Marketing and advertising
Management philosophy
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 is NOT suggested for promoting customer loyalty?
Greet customers by name
Include loyalty items in the shipping process
Resolve questions and complaints immediately
Calling to check in on customers daily
Employees deserve less respect than customers.
True
False
Proper telephone etiquette requires the phone to be answered within how many rings?
Five
Four
Three
Two
When dealing with complaints, representatives should be loud, direct and rude.
True
False
Employees are known as __________ customers.
Which of the following is the first step in the customer service cycle?
Customer satisfaction
Employee satisfaction and competence
Training and empowerment of employees
Superior service and delivery
If a customer’s request is unreasonable, it is all right to say no.
True
False
Which of the following is NOT a way to deal with customer complaints?
Quickly and efficiently
Transfer difficult customers to a coworker
Record and document
Remain calm and listen attentively
Specific catalogs with table of contents or index and a website with simple structure help customers find products and services quickly.
True
False
Employee respect stems from the top of the business.
True
False
Select all of the following ways which ease the purchasing process for customers.
Allows the customer to pay in different forms
Offering special enticements to new and former customers
Limited online stock
Offering extended warranties, sample products or a money-back guarantee
Convenient hours of operation for the customer
Which of the following does NOT fall under the duties of customer service?
Recognizing the value of customers
Selling and promoting products
Giving the customer a reason to buy again
Staying in constant communication with customers
Customer needs include feeling important and appreciated, receiving more than expected, and getting free items out of every customer service call.
True
False
Which of the following is NOT information the customer provides?
What they want or need
What services are provided by the company
How to provide a great service
How to improve customer relations
Is a representation of the six essential steps needed for superior customer service.
Customer Service Cycle
Customer Loyalty
Employee Respect
Idea stating if employees are satisfied, they will be more likely to satisfy customers.
Customer Service Cycle
Customer Loyalty
Employee Respect
Trait of customers to continue shopping at a certain store for specific items as long as they are satisfied.
Customer Service Cycle
Customer Loyalty
Employee Respect
What is the first step of the customer service cycle?
(Be able to put all 6 steps in order for the test)
Customer loyalty
Superior service delivery
Training and empowerment of employees
Customer satisfaction
What is the last step of the customer service cycle?
(Be able to put all 6 steps in order for the test)
Training and employment of employees
Customer satisfaction
Employee satisfaction and confidence
High sales and profit margins
