Test 4 Customer Sevice
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?
"1"
In which year did the first Southwest plane take off?
1971
How many female first officers are employed by Southwest Airlines?
50
On average, one complaint will be known by of how many people?
67 people
According to a recent study, what percentage of complaints went untold?
96 percent
What kind of rating is required of all Southwest pilots?
A 737 rating
Which of the following is NOT a suggested tip for handling complaints?
Argue with the customer
Which of the following steps involves asking the customer if there are any additional problems?
Asking the customer if the solution is satisfactory
According to the presentation, which three cities make up the ''Golden Triangle of Texas''?
Dallas, Houston and San Antonio
Analyzing the complaint involves asking __________ questions
Drill-down
Employees deserve less respect than customers.
FALSE
If you correctly follow the handling complaints cycle, you should be able to address any complaint and satisfy every customer.
FALSE
Most people complain if they have a problem.
FALSE
Southwest employees are required to dress in business attire from Monday to Thursday.
FALSE
Southwest has an average of 64 departures per airport, per day
FALSE
The Triple Crown is awarded to the airline with the most beautiful flight attendants.
FALSE
The maintenance bases for Southwest are in Dallas, Houston and San Antonio.
FALSE
When dealing with complaints you should be loud, direct and rude.
FALSE
How many gallons of fuel does a 737 aircraft use per minute?
Fifteen gallons
How many steps are in the handling complaints cycle?
Five
Solving the complaint should NOT involve which of the following?
Giving the customer a lifetime loyalty discount
Which of the following is NOT a "drill-down" question?
How can I help you?
Which of the following is NOT a common environment for handling complaints?
In a meeting
Employees are known as __________ customers.
Internal
Customer service is the __________ a business takes to satisfy customers.
Involvement and enhancements
Customer service is the __________ a business undertakes to satisfy customers.
Involvement and enhancements
Which of the following is UNTRUE about handling difficult customers?
It requires close attention to the attitude and language of the customer.
What is the first step of the handling complaints cycle?
Listen to the customer
Which of the following steps of the handling complaints cycle involves letting the customer speak without interrupting him or her?
Listening to the customer
Which of the following is NOT a function of customer service?
Marketing a product
A customer representative should NOT consider complaints as which of the following?
Opportunities for customers to take advantage of a business
Which of the following is suggested for handling difficult customers?
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
Recruiting a new customer costs how many times more than keeping an existing customer?
Six times
Which of the following does NOT confirm the complaint?
So you have another question about
Exchanging the product for a different product is an option for which of the following steps?
Solving the problem
Customer expectations evolve over time.
TRUE
If a customer's request is unreasonable, it is all right to say no.
TRUE
Part of customer service is staying in constant communication with customers.
TRUE
The University for People provides opportunities for Southwest employees to learn and develop.
TRUE
Which of the following accurately describes empathy?
The act of understanding and vicariously experiencing another's situation
Proper telephone etiquette requires you answer the phone within how many rings?
Three
What is the first step in the customer service cycle?
Training and empowerment of employees
The delivery process should take how many days?
Two to three business days
Which of the following is NOT suggested for promoting customer loyalty?
Use a variety of media for marketing efforts
T-Point
area behind ticket counter where baggage is sorted and loaded onto vehicles to transport it to the plane
Turning Zone
area where plane is prepared for flight
University for People
department at Southwest Airlines which provides opportunities for Southwest Airlines employees to learn and develop leadership skills and customer service skills
Handling Complaints Cycle
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
Expectations
idea concerning what will happen in the future
Employee Respect
idea stating if employees are satisfied they will be more likely to satisfy customers
Customer Service
involvement and enhancements a business takes to please its customers
Customer Service Cycle
process involving six essential steps needed in order to provide superior customer service
Marketing
process of creating and communicating valuable products and services; includes advertising, sales, promotion and public relations
Product Buying
purchasing of items by a customer
Etiquette
set of rules governing polite behavior which should be used in public and when dealing with others
Empathy
the act of understanding and vicariously experiencing another's situation
Handling Complaints Cycle Steps
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
Customer Service
the involvement and enhancements a business undertakes to please their customers
Customer Loyalty
trait of customers to continue shopping at a certain store for specific items as long as they are satisfied
