Eng 100 Wk 11: Communicating With Customers

Which of the following is an ineffective customer-service practice?

Viewing customer service as a problem-solving function that comes into play only when there has been a complaint

In which of the following situations is it most appropriate for an employee to explain his or her manager's delay to a visitor who has an appointment with the manager?

When the manager is delayed at another meeting

As a representative of an organization, a basic procedure for receiving a visitor is making conversation about the organization's business or personnel with the visitor.

F

Customer service as a proactive function comes into play only when there has been a complaint.

F

If a company and its website is said to be "mobile friendly", people are referring to the company's generous free shipping policy.

F

If a visitor to your organization has no appointment, taking his or her name, the name of the organization he or she represents, or the purpose of the visit is not required.

F

In a business environment characterized by limited contact with external customers, an employee addressing a customer by name will cultivate a negative customer-service image.

F

In a highly competitive world, outstanding customer service helps you retain your current customers but not attract new ones.

F

It is advisable for you to make personal interpretations of your organization's customer-service policies and procedures, especially in situations with legal repercussions.

F

When responding to customer concerns, it is suggested that you talk at the customer and not with the customer.

F

You should always assume that the customer-service procedures recommended by your organization are infallible.

F

conjecture

an opinion or theory formed without evidence, a guess or speculation

When an organization has a visitor who does not have an appointment, the organization's front desk staff should:

be discreet in his or her comments to the visitor.

Charlie owned a landscaping company and often got paid with a personal check when the job was complete. Charlie would lay the check on the seat of his truck, open his banking app on his phone and take a picture of the check. The check would be automatically deposited into Charlie's bank account and he could transfer the money to another account using the same banking app. This is an example of:

going mobile

ambiguous

having several possible meanings, difficult to comprehend, uncertain

An organization can cultivate a good customer-service image by:

maintaining frequent contact with customers even after sales have been made.

Customer service as a ________ function comes into play only when there has been a complaint.

problem-solving

In the context of customer service, referrals for a business are:

recommendations from satisfied customers to potential customers.

George, a customer relationship manager, is going to be away on vacation for a week. During his absence, he will continue to receive e-mails from customers. In order to maintain a positive customer-service image, George should use his e-mail program's auto-responder function to:

refer the customers to a staff member who can help.

elicit

to bring out or bring forth, evoke

confound

to perplex or amaze, bewilder, or confuse

debase

to reduce in quality, value, or rank

When handling customer transactions by telephone, which of the following should be avoided?

Accepting the customer's first request as the primary motive for calling

Which of the following is NOT a purpose of the order confirmation function?

Allowing a customer to confirm that a product has satisfied his or her needs

Which of the following statements about customer service is true?

Customer service will not receive the attention it deserves without the support of the organization's top management.

Which of the following statements regarding technology and customer satisfaction is NOT true?

Customers using e-mail do not expect a quick response.

A customer-focused organization makes customer service a problem-solving function.

F

Which of the following behaviors will NOT help an employee cultivate a positive customer-service image for his or her organization?

Getting to know his or her customers by being intrusive

Which of the following is NOT a professional guideline to use when answering the telephone?

Identify yourself first.

Which of the following statements is NOT true with regard to customer complaints?

If an organization tries really hard, it can completely eliminate customer dissatisfaction and complaints.

Jenny, the receptionist at an organization, is talking to a visitor. The visitor would like to meet one of the senior executives but does not have an appointment. Jenny decides that a senior client support executive is most likely to be able to help the visitor. When she conveys the message to the executive, he says he is happy to meet the visitor immediately. Assuming that the visitor's name is Wilson Matthews and the executive's name is Peter Rogers, which of the following is the best way for Jenny to introduce them?

Mr. Rogers, this is Wilson Matthews.

Which of the following scenarios is the best example of indiscretion while interacting with customers?

Rebecca, a flight attendant, makes conversation with a passenger about the failing financial prospects of the airline.

Catherine works as a receptionist at a library. A rare-books collector visits the library and asks Catherine if the library might be interested in buying his books. In this scenario, what is the best action for Catherine to take?

She should reply that she cannot make decisions about purchases, but she will contact someone in the library who can.

Gloria is the front desk executive at an organization. Her colleague, Liam, handles customer complaints. Liam has requested Gloria to answer all incoming calls while he is in a meeting. The first call Gloria receives is from a customer complaining about the delayed delivery of a product. Gloria is not sure about the organization's policies toward delayed deliveries. To cultivate a good customer-service image, what would be the best action for Gloria to take?

She should respond only in those areas in which she is qualified, and quickly refer the customer to someone who can help.

Melissa is one of the new customer-service executives at a retail organization. She receives a call from a customer wanting to repair a purchased product, even though the product is no longer manufactured by the organization. Melissa is still unfamiliar with the organization's policies on this issue. In this scenario, how should Melissa deal with the customer in order to cultivate a positive customer-service image?

She should tell the customer that she will find out about the organization's policies on such issues and get back to the customer in a day.

Communication is vital to any effective customer-service program.

T

If the complexity of a customer request clearly requires a face-to-face exchange, suggest that a visit would be more productive and arrange for the customer to meet with you.

T

Listening is an important employability skill when you are working with customers.

T

When responding to customer concerns, you should only respond in those areas in which you are qualified.

T

When you use your e-mail program's auto-responder function to ensure that all e-mails received during your absence are replied to, customers infer that your organization is not simply ignoring their message.

T