wrs 11

One of the main differences between an external customer and an internal customer is that the satisfaction of the internal customer is not as important as that of the external customer.

False

The survival and success of businesses depends on having satisfied customers; Customer satisfaction is the result of identifying and addressing customer needs and providing helpful, courteous, and knowledgeable service, regardless if the customer is rude.

True

Kayla is working at the front desk when a customer asks to speak to a manager who is not available. You should:

Write down the customer's contact information and reassure the customer that the manager will get back with him.

Customer Care is:

a business philosophy wherein the customer is covered in service even before a problem arises

If you are working with a customer complaint, it is best to communicate with the customer

Face to face.

Sierra has taken initiative to create a new operations manual for the office. To gather accurate information for the manual, she decides to survey the staff to determine which procedures are currently used. Sierra is demonstrating:

internal customer service.

Every customer will form an opinion of you. This opinion is based on their ______ of your customer service approach and personal style.

perception

Customers that complain often want to be heard and have their experiences validated before solutions are offered.

true

Treat others as you'd like to be treated is a good guiding principle behind offering outstanding customer service.

true

A customer asks to have a product shipped from another store because it is out of stock at the store where you work. You do not know if this service is available. You should:

Ask your supervisor if this service is available.

A potential client has submitted an application for a construction loan. When you give her some more forms to complete, she complains about all of the red tape that is slowing down approval of her application. Which of the following ways should you respond to the customer?

Explain that you understand her frustration and the reasons why your office needs the information.

Deondre, a plumber, gets to work and finds a voicemail that was forwarded by his supervisor. "Your plumber was at my house yesterday to fix a water leak, but I am still having problems with it. Please have someone contact me to make another visit right away!" Deondre should

Call the customer immediately to set up an appointment.

________ skills include listening, problem solving, and maintaining a calm and positive attitude in challenging situations.

Customer Relations

An individual or business that purchases the goods or services produced by a business is called a __________.

Customer/Consumer

A customer who speaks little English calls with questions about a product he recently purchased at your store. You are having difficulty understanding him. What is your best approach to helping this customer?

Follow the established customer-service policy

Oki is a sales associate at a computer sales store. He notices an older man with tattered clothing enter the store. How should he first approach the customer?

Greet the customer and ask if he would like her assistance.

Which of the following statements BEST describes customer feedback? (example online reviews)

It is a term that describes the process of obtaining customer's opinions about a business, product, or service.

You are taking a telephone message from a customer for a co-worker who is out to lunch. Of the following, the LEAST important item to write on the message is the

Length of the phone call

When handling customer complaints at work, always:

Listen carefully to their concern

You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?

Quickly and politely take your boss aside and provide the correct name before the customer leaves the office.