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WorksheetsCustomer Service 1-20
Total questions: 45
Worksheet time: 45mins
Which of the following is considered a “little extra” that some businesses provide as part of customer service?
Free delivery
Lower taxes
Free advertising
Free parking for employees only
Why might a business be missing out if it does not provide legendary customer service?
It may not achieve the type of business image it wishes to have.
It will automatically lose all its customers.
It will have to close down immediately.
It will not be able to hire new employees.
How does customer service contribute to a business’s image, according to the discussion guide?
By creating goodwill and customer satisfaction
By increasing product prices
By reducing the number of employees
By limiting customer access
What is the end result that customer service should achieve, regardless of customer expectations?
Goodwill and satisfaction
Higher profits
More employees
Lower costs
A small family-owned builder may not have the resources for aerial photos or an interactive website, but how can it still provide excellent customer service?
By ignoring customer calls
By making personal phone calls and visits to clients
By only offering online auctions
By reducing staff
Which of the following actions can help a business make a lasting impression on clients?
Doing at least one thing totally different from anyone else.
Offering the same services as competitors.
Reducing the number of client options.
Avoiding personalized communication.
Why might a business schedule personalized emails to clients each Friday?
To remind them to save their receipts for the week.
To advertise new products only.
To reduce the number of competitors.
To increase prices.
A salon offers a free 10-minute neck-and-shoulder massage with each haircut. What is this an example of?
Doing something totally different from competitors.
Reducing service quality.
Limiting customer options.
Increasing service prices.
What is the benefit of holding an annual “client appreciation” cookout for a business?
It helps make the business memorable to clients.
It increases the number of competitors.
It reduces the need for customer service.
It limits client choices.
Which of the following is an example of "going the extra mile" in customer service?
Offering a help line that is open 24/7
Only providing basic information on your website
Ignoring customer birthdays
Limiting customer service to business hours only
Which of the following statements best describes the concept of "going the extra mile" in customer service?
Providing services that customers don’t necessarily ask for but will appreciate
Only serving customers during regular business hours
Ignoring customer feedback
Focusing only on product quality, not service
Which business is known for making exchanges quick and easy, building a strong image of customer service?
Nordstrom
McDonald’s
Charles Schwab
IKEA
What is a strategic reason for a business to offer free shipping, according to the text?
To provide affordable service and enhance customer satisfaction
To increase product prices
To limit the number of orders
To reduce customer loyalty
A small retailer can use technology to gather information about customers. Which of the following is NOT typically gathered?
Who comes into the store
On which days customers visit
What services customers favor
The exact amount of money each customer has in their bank account
How did banks further improve customer convenience in the 1990s?
By introducing ATMs
By offering electronic bill pay for payments over the phone or online
By launching mobile apps for check deposits
By eliminating customer service representatives
According to statistics, people are more likely to do which of the following?
Tell others about their bad experiences than their good ones.
Forget about their bad experiences quickly.
Only share positive feedback with businesses.
Never return to a business after a bad experience.
How can learning about the main elements involved in customer service help a business leader?
It puts them on the way to providing “legendary” customer service.
It guarantees immediate profit increases.
It allows them to ignore competition.
It eliminates the need for employee training.
If a person books their own vacation online instead of using a travel agency, what do they give up?
The customer service of having a representative do all the legwork.
The ability to travel internationally.
Access to online reviews.
The option to travel during peak seasons.
How can social media help companies improve their image despite public complaints?
By hiding all negative feedback
By providing great customer service and responding to complaints
By ignoring customer posts
By deleting all reviews
When customers pay to watch a movie, which of the following do they expect?
Be able to order tickets online
Wait in long lines without any amenities
Watch the film in silence without any technology
Sit on uncomfortable benches
Which of the following is NOT a benefit of employees providing great service to each other?
Work becomes more enjoyable.
Productivity improves.
Customers receive poor service.
Cooperation increases.
What is one solution to employees standing around doing nothing while customers wait in line?
Cross-training employees to perform other jobs.
Hiring more managers.
Reducing store hours.
Increasing product prices.
How can managers reinforce a customer service mindset among employees?
By recognizing and rewarding employees who provide excellent service.
By reducing employee benefits.
By limiting employee training.
By discouraging customer feedback.
As a manager, what is your responsibility in establishing a customer service environment?
Setting the tone so customers are valued and cared for consistently.
Focusing only on sales numbers.
Ignoring employee suggestions.
Reducing customer interaction.
Which of the following is a reason to study your competition in customer service?
To learn what customer service strategies work well and what to avoid
To copy every action your competitors take
To ignore customer needs
To avoid using technology
Which characteristic is most commonly found in successful competitors according to the material?
They avoid technology
They are customer-focused
They never change their strategies
They ignore customer feedback
Which of the following is an example of a customer service action that doesn’t cost anything but can be invaluable to a business?
A smile and a friendly greeting
Hiring expensive trainers
Installing costly equipment
Sending postal mail
How can publishing a Frequently Asked Questions (FAQs) web page help control customer service costs?
By minimizing the number of calls to the customer service center
By increasing the need for postal mail
By making customers more confused
By reducing online presence
What is one potential consequence for companies when customers make public complaints online?
Companies may offer public apologies or discounts
Companies will always ignore the complaints
Customers will stop using social media
The company will never respond
If a company faces comments that are simply untrue, what is one recommended action they might take?
Offer public apologies, discounts, or free merchandise
Ignore all comments
Delete their social media accounts
Never respond to any complaints
Which is a way to gain customer satisfaction?
Speaking abruptly
Long Queues (lines)
Confidence in service
What is customer service?
A form of production
When a business does not care about customers
The service that is provided to customers before, during and after they have purchased an item or service.
What is the best way to talk to a customer?
Ignore the customer
Interact as if you are best friends
Speak in a pleasant tone of voice and interact in a warm manner with the customer
¨Treat others as you would like to be treated¨ is this statement applicable to good customer service?
Yes
No
Do not know
Why can customer complaints sometimes be a good thing for a business?
They can change and do something completely different
The business will get feedback so they can improve
Learn who are the difficult customers
What should you do if a customer becomes abusive?
Refund his item even if it is damaged
Shout at the manager
Contact your manager
What should you do when a customer comes to you with a complaint?
Be patient
Listen carefully
All answers are correct
What is a benefit of good customer service?
The business will remain small
Customers will enjoy their experience
The business will get negative reviews
Which is not a way to provide a reliable service?
Short waiting time
Product knowledge
Long waiting time
Recommendation
a customer likes your product but they do not tell others about it
a customer tells another person how good your product is
a customer does not like your product
An advantage of Good Customer Service
unsatisfied customers
willing to pay a higher price to get the product
unsatisfied employees
A Example of Positive Customer Service
Higher Prices
Long Lines in check out
Loyalty Cards
Businesses strive to retain current customers because
current customers have fewer complaints.
it’s less expensive than attracting new customers.
it’s too difficult to please new customers.
new customers don’t spend enough money.
Emphasizing customer service can help a business to be more
innovative
competitive
objective
possessive
