Dear God Why Am I Doing This -Insert Title Here-

Five step process that results in handling a complaint successfully; steps include listening to the customer, confirming the complaint, analyzing the complaint, solving the complaint and asking the customer if the solution is satisfactory.

Handling complaints cycle.

Which of the following is NOT a "drill-down" question? Tell me more. What happened next? How can I help you? Anything else?

How can I help you?

Which of the following is NOT a common environment for handling complaints? Over the phone At a store Over the Internet In a meeting

In a meeting

Employees are known as __________ customers. Potential Happy Easy Internal

Internal

Customer service is the __________ a business takes to satisfy customers. Research and experimentation Involvement and enhancements Marketing and advertising Management philosophy

Involvement and enhancements

Customer service is the __________ a business undertakes to satisfy customers. Research and experimentation Involvement and enhancements Marketing and advertising Management philosophy

Involvement and enhancements

Which of the following is UNTRUE about handling difficult customers? It can be challenging for customer service representatives. It involves remaining calm under pressure. It requires close attention to the attitude and language of the customer. It requires customer service representatives to focus on the prob

It requires close attention to the attitude and language of the customer.

What is the first step of the handling complaints cycle? Analyze the complaint Listen to the customer Confirm the complaint Identify the complaining customer

Listen to the customer

Which of the following steps of the handling complaints cycle involves letting the customer speak without interrupting him or her? Solving the complaint Listening to the customer Confirming the complaint Analyzing the complaint

Listening to the customer

process of creating and communicating valuable products and services; includes advertising, sales, promotion and public relations

Marketing

Which of the following is a function of customer service? Recognizing the value of customers Giving the customer a reason to purchase again Marketing a product Establishing an efficient order and delivery system

Marketing a product

A customer representative should NOT consider complaints as which of the following? Ways to improve a business Opportunities for new businesses Ways to understand strengths and weaknesses of a business Opportunities for customers to take advantage of a business

Opportunities for customers to take advantage of a business

the purchasing of items by a customer

Product Buying

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

Rate how angry the customer is relative to other customers

Handling complaints does NOT involve which of the following? Reporting difficult customers to the manager Listening to the customer Analyzing the problem Solving customer problems

Reporting difficult customers to the manager

The five steps include: (1) listening to the customer, (2) confirming the complaint to make sure you understand the problem, (3) analyzing the complaint to get the problem, (4) trying to find a viable solution to the complaint and (5) asking the customer if the solution is satisfactory

Handling complaints cycle steps.

An easy-going customer who would like to bring a point to the company's attention can be rated as which of the following on a scale of 1-10? "0" "1" "5" "10"

"1"

Which of the following is NOT a suggested tip for handling complaints? Keep your temper down Be polite and respectful Argue with the customer Listen with an intent to resolve the complaint

Argue with the customer

Solving the complaint should NOT involve which of the following? Giving the customer their money back Giving the customer a coupon Giving the customer a lifetime loyalty discount Exchanging the product for a different product

Giving the customer a lifetime loyalty discount

Recruiting a new customer costs how many times more than keeping an existing customer? Three times Four times Five times Six times

Six times

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

Two to three business days

department at Southwest Airlines which provides opportunities for Southwest Airlines employees to learn and develop leadership skills and customer service skills

University For People

Which of the following is NOT suggested for promoting customer loyalty? Greet customers by name Include loyalty items in shipping Solve questions and complaints immediately Use a variety of media for marketing efforts

Use a variety of media for marketing efforts

In which year did the first Southwest plane take off? 1961 1971 1981 1991

1971

How many female first officers are employed by Southwest Airlines? None 12 50 80

50

On average, one complaint will be known by of how many people? 33 people 41 people 67 people 88 people

67 people

According to a recent study, what percentage of complaints went untold? 49 percent 68 percent 81 percent 96 percent

96 percent

What kind of rating is required of all Southwest pilots? A 737 rating An A+ rating A 100 percent rating A five star rating

A 737 Rating

Which of the following steps involves asking the customer if there are any additional problems? Asking the customer if the solution is satisfactory Listening to the customer Confirming the complaint Analyzing the complaint

Asking the customer if the solution is satisfactory

the trait of customers to continue shopping at a certain store for specific items as long as they are satisfied

Customer Loyalty

involvement and enhancements a business takes to please its customers

Customer Service

idea stating that if employees are satisfied they will be more likely to satisfy customers

Customer Service Cycle

The involvement and enhancements a business undertakes to please their customers.

Customer Service.

According to the presentation, which three cities make up the ''Golden Triangle of Texas''? Lubbock, Austin and Dallas Houston, Waco and Austin Dallas, Houston and San Antonio San Antonio, Houston and Amarillo

Dallas, Houston and San Antonio

Analyzing the complaint involves asking __________ questions. Closed-ended Personal Rating scale Drill-down

Drill-down

The act of understanding and vicariously experiencing another's situation.

Empathy.

an idea concerning what will happen in the future

Expectations

Employees deserve less respect than customers. TRUE FALSE

False

If you correctly follow the handling complaints cycle, you should be able to address any complaint and satisfy every customer. TRUE FALSE

False

Most people complain if they have a problem. T/F

False

Southwest employees are required to dress in business attire from Monday to Thursday. True False

False

The Triple Crown is awarded to the airline with the most beautiful flight attendants. TRUE FALSE

False

The maintenance bases for Southwest are in Dallas, Houston and San Antonio. TRUE FALSE

False

When dealing with complaints you should be loud, direct and rude. TRUE FALSE

False

How many gallons of fuel does a 737 aircraft use per minute? Five gallons Ten gallons Fifteen gallons Twenty gallons

Fifteen Gallons

How many steps are in the handling complaints cycle? Three Four Five Six

Five

Which of the following does NOT confirm the complaint? What I hear you saying is ... So you are saying you are not happy with ... You think the problem seems to be ... So you have another question about ...

So you have another question about ...

Exchanging the product for a different product is an option for which of the following steps? Confirming the complain Listening to the customer Analyzing the problem Solving the problem

Solving the problem

area behind ticket counter where baggage is sorted and loaded onto vehicles to transport it to the plane

T-Point

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

The act of understanding and vicariously experiencing another's situation

Proper telephone etiquette requires you answer the phone within how many rings? Five Four Three Two

Three

What is the first step in the customer service cycle? Customer satisfaction Employee satisfaction and competence Training and empowerment of employees Superior service and delivery

Training and empowerment of employees

Customer expectations evolve over time. TRUE FALSE

True

If a customer's request is unreasonable, it is all right to say no. TRUE FALSE

True

Part of customer service is staying in constant communication with customers. TRUE FALSE

True

Southwest has an average of 64 departures per airport, per day. TRUE FALSE

True

The University for People provides opportunities for Southwest employees to learn and develop. TRUE FALSE

True

idea stating that if employees are satisfied they will be more likely to satisfy customers

employee respect

set of rules governing polite behavior which should be used in public and when dealing with others

etiquette

area where plane is prepared for flight

turning Zone