Customer Service FINAL

Order the steps in the problem-solving model:

1.Identify the ProblemThis answer is correct. 2. Compile and Analyze the DataThis answer is correct. 3.Identify the AlternativesThis answer is correct. 4.Evaluate the AlternativesThis answer is correct. 5. Make a DecisionThis answer is correct. 6. Monitor the ResultsThis answer is correct.

_% of the message is communicated through tone of vocal quality.

38

_% of the message is communicated through body language.

55

When we send a face-to-face message: _% of the message is communicated through body language _% of the message is communicated through tone of vocal quality _% of the message is communicated through words

55% of the message is communicated through body language 38 .% of the message is communicated through tone of vocal quality 7 % of the message is communicated through words

_% of the message is communicated through words used.

7

When taking the HDI exam you will have ________ minutes to complete __________ questions.

75:65

Stereotype

A generalization made about an individual or group not based on reality. Lumping similar people together in order to categorize them.

Listening

A learned behavior and an active process consisting of four phases.

Hearing

A passive process of gathering sound waves and transmitting them to the brain for analysis.

Moment of truth

A popular phrase that is defined as any instance when a customer comes into contact with any element or representative of an organization.

Reciever

A primary element of a two-way conversation - gathers a sender's message

Sender

A primary element of a two-way conversation - originates messages to a receiver

The ongoing effort by an organization to meet customer needs and desires in an effort to build long-term relationships and keep them for life is known as:

customer retention

If you display a confident, possibly arrogant demeanor, you may be a/an:

decisive style

Communications often become _____ as they are transmitted, causing messages to be misunderstood.

distorted

A process for reducing customer frustration or anger is also known as the:

emotion-reducing model

The largest percentage of message meaning between two people is that from:

facial and other body cues

Contingency plans

Backup systems or procedures that are implemented when regular ones break down or fail to function as intended

Customer relationship management (CRM)

Concept of identifying customer needs: understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer

Nonverbal messages

Consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people, often in conjunction with verbal messages.

________ is when a customer takes their business somewhere else because they are not satisfied with the service they recieved.

Customer defection

Planning Process Model

Five-step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected

Of the components listed below, which one is not associated with the CRM process?

Meditative

Nonverbal feedback

Messages sent to someone through other then spoken means

"I" and "We" statements

Messages that are potentially less offensive than ones that start with "you"

Spatial cues

Nonverbal messages sent on the basis of how close or far someone stands from another person.

There are five categories that form the basis of most perceptions. Please list them

Physical, social behavior, social roles, psychological qualities and group affiliations

How high or deep your voice sounds

Pitch

A customer calls the support center and says that another support center analyst promised that a technician would be dispatched to make a deskside visit within thirty minutes; however it has been over an hour and no one has been there yet. You research the incident and find that it was not escalated. What course of action should you take?

Take ownership of the customer's incident by dispatching a deskside technician

Telephone Communication breaks down as 82%__ and 18% __.

Telephone Communication breaks down as 82% Vocal quality and 18% Words Used

Telephone Communication breaksdown as 82%__ and 18% __.

Telephone Communication breaksdown as 82% vocal quality and 18% words used ..

Customer loyalty

Term used to describe the tendency of customers to return to a product or organization regularly because of the service and satisfaction they receive

Circadian rhythm

The 24-hour cycle that affects metabolic and sleep patterns in humans as day displaces night.

Customer Satisfaction

The feeling of a person whose needs have been met by an organization

Many people listen effectively to several people at one time.

The four phases in the listening process are 1. Hearing/receiving, 2. Attending, 3. Comprehending, and 4. Responding

The four phases in the listening process are 1._, 2._, 3._, and 4._

The four phases in the listening process are 1. hearing 2. attending 3. comprehending and 4. responding

Relationship-rating points scale

The mental rating system that customers apply to service and service providers

Channel

The method through which people communicate a message

Customer retention

The ongoing effort by an organization to meet customer needs and desires in an effort to build long-term relationships and keep them for life

Attending

The phase of the listening process in which a listener focuses attention on a specific sound or message.

Comprehending

The phase of the listening process in which the brain attempts to match a received message with prior knowledge to assign meaning to it.

Churn

The process of a customer switching between products or companies, often simply to get a better price, rebate or warranty

Process improvement

The process of continually evaluating products and services to ensure that maximum effectiveness and potential are being obtained from them

Service recovery

The process of correcting something that has gone wrong involving the delivery of services to a customer.

Thought speed

The rate at which the human brain processes information.

Rapport

The silent bond built between two people as a result of sharing

Lag time

The term applied to the difference in the rate at which the brain can receive and process information and the rate at which the average adult speaks.

Please name the three channel partners, give the definition of all three

The three channel partners are transactional, tactical and strategic.

Please list at least two different key elements that make up "service culture" (Hint...Week 1)

There are many different key elements that make up service culture. An example of two is management support and motivators and rewards.

Expresses feeling or emotion

Tone

A channel partnership between two companies where one company provides the other company with a means to distribute their products is an example of a _______ partnership.

Transactional

A benefit of CRM is enhanced customer loyalty due to pricing and product service offerings that meet current customer needs.

True

An organization's "culture" is what the customer experiences.

True

Assertive communication means expressing your opinions positively and in a manner that helps the customers recognize that you are confident and have the authority to assist them.

True

By showing a willingness to listen and eliminate distractions, you can encourage meaningful customer dialogue.

True

Handling complaints quickly and effectively is a good strategy for aiding customer retention.

True

Once you've made a perception, you should evaluate its accuracy

True

One key strategy for preventing dissatisfaction is to learn to think like a customer.

True

People often draw inferences about you on basis of the appearance of your office.

True

People whose primary behavioral style category is "Expressive" focus their energy on working with people.

True

Projecting an enthusiastic "I'm happy to serve you attitude" is one way to have a positive effect on customer relationships.

True

Quality customer service organizations recruit, select, and train qualified people

True

Rude or inconsiderate customers may exhibit behavior such as raising their voices, or demanding to speak to a supervisor, using profanity, and so on.

True

Some companies use customer relationship management (CRM) software to keep track of customer needs and to record service provided.

True

Taking the time to polish your shoes and iron your clothes can help present a positive message.

True

When something does not go as the customer needs or expects, service recovery becomes a vital step in maintaining the relationship.

True

You should attempt to determine a customer's behavioral style and then tailor your communication accordingly.

True

You should attempt to make a positive impression by focusing on the customer and his or her needs during your initial and subsequent contacts.

True

What are two techniques for making the customer feel that he or she is number 1? Please briefly describe EACH one.

Two techniques for making the customer feel that he or she is number 1 is to be as responsive as possible. The quicker you help the customer and come to a solution will minimize service recovery time. This will help the customer understand you are doing everything in your power to assist them. Another technique is to pay attention and to know your customer. Customers like to feel special, so if you are quick to assess their needs they will feel good.

How loud or soft the voice sounds

Volume

Which of the following is an open-ended question?

What are the project guidelines?

Customer defection

When a customer takes their business to a competitor because they feel their needs are not being met

Decoding

When messages received are analyzed by a receiver in in order to determine the sender's intent

Paraphrase

When the message receiver translates the senders message into their own words

Encoding

When the sender decides what message will be sent and how it will be translated

_____ mean different things to different people, so you should choose your ______ carefully. (same answer for both fill in the blanks)

Words

Which of the following strategies will NOT ensure effective customer service over the telephone?

chewing gum

Alternative strategies in place to deal with unusual situations when regular ones breakdown or fail to function as intended are called:

contingency plans

Successful service will be delivered through all of these methods, except:

limited help to the customer

Strategies for dealing with indecisive persons include all, except:

only ask closed-end questions

When a stranger moves inside of arms' length and asks, "Do you know what time it is?", our backing up is a sign that he has invaded our:

personal distance

"I" and "we" messages:

sound proactive and positive

All of the following are strategies for focusing on the customer as a person, except:

tell the customer "no"

Behavioral styles are observable _ that people exhibit when dealing with tasks or people.

tendencies

A key element in cementing interpersonal relationships is:

trust

What is the term for the recommended method for transferring a call during the call handling process?

warm transfer

An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or need.

win-win

You can change the customer; therefore, you do not have to adapt to them and their approach to a situation.

False

Please match the following HDI categories to their corresponding weighting %

1. Leadership : b. 10% 2. Strategy and Policy b. 10% 3. Resources a. 20% 4. Process and Procedures : c. 45% 5. People Management b. 10%

List the elements of the interpersonal communication model and describe each one.

A sender is one of the two primary elements of a two-way conversation. They send their message to a receiver, who gathers the senders message and decides how to react to it. A message is a communication delivered through speech or signals or in writing. They send this message through a channel. A channel is the method through which people communicate messages, such as face to face, telephone, email, text, etc. The sender will encode a message, they decided which channel they want their communication to go through. Once sent, a receiver will decode this particular message. They will perceive the message their own way. This can become difficult when filters get involved. Filters are psychological barriers in the form of personal experiences, through which people process and compare information received to determining its significance. Another element that can disturb the communication being shared effectively is noise. As opposed to psychological factors, noise are the physical factors involved. This can include; level of attention, message clarity, loudness of a message or even physical characteristics of a receiver.

Code of ethics

A set of standards, often developed by employees, which guide the conduct of all employees

Total Quality Management (TQM) and Continuous Quality Improvement (CQI)

A systematic approach to identifying and quantifying best practices in an organization and/or industry in order to make improvements in effectiveness and efficiency.

Service options

Alternatives offered by service providers when an original request by a customer cannot be honored because of restriction.

Time allocation

Amount of attention given to a person or project.

Technical Assistance Research Program (TARP)

An Arlington, Virginia, based firm specializing in customer service research studies for call centers and many other industries

Win-win situation

An outcome of a disagreement in which both parties walk away feeling that they got what they wanted.

Environmental cues

Any aspect of the workplace with which a customer comes into contact. Such things as the general appearance of an area, clutter, unsightly or offensive items, or general disorganization contribute to the perception of an environment.

Touch point

Any instance in which a service provider or organization comes in contact with a customer; it is an opportunity to influence customer loyalty and enhance the customer relationship

All of the following are important guidelines for questioning your customer except:

Ask Indirect Questions

If you are starting a conversation with somieone who is a rational style and keeps communication brief, your strategy may be to:

Ask open-ended questions to obtain information

Which message follows best practices for writing business e-mails?

Dear Sarah, we have completed the work you requested on Mr. Smith's printer. The printer cartridge was out of ink and has been replaced. It is now working properly. If there is anything else we can do for you, please contact the support center at extension 4357. Thank you.

When a customer is upset, in order to address complex issues you have to balance your customer's _ needs and their business needs.

Emotional

Ethical behavior

Expected performance that sends a message of being trustworthy and honest, and having the intent to provide quality service.

An upset customer is usually annoyed with a specific person rather than the situation or system.

False

Assertiveness is another word for "aggressiveness".

False

By becoming knowledgeable about body language, you can use the cues you observe to accurately predict the meaning of someone's message

False

Customer loyalty is a rational thing and is not related to trust.

False

Feedback is not an important element in the two-way communication model.

False

It is always a good idea to react or make decisions about a customer's message based on your past experiences.

False

Listening is a passive process.

False

People who exhibit the "Inquisitive" style often tend to express their emotions easily.

False

Vocal qualities have little effect on the way others perceive you.

False

When you cannot comply with the demands of an angry customer, you should walk away from the situation.

False

Perception

How someone views a item, situation, or others

The third step in opening a call effectively is

Identify yourself

The third step in opening a call effectively is?

Identify yourself

Emphasizing words and syllables to enhance a message

Inflection

Closed-ended questions

Inquiries that solicit short, one syllable answers clarifying, verifying, and controlling conversations.

Open-ended questions

Inquiries that typically start with who, what, when, where, and why and are used to engage customers and gather information.

Contact points

Instances in which a customer connects with a service provider or some other aspect of an organization

Assertiveness

Involves projecting a presence that is assured, confident, and capable with out arrogance.

Trust

Key element in cementing interpersonal relationships

Please LIST and DESCRIBE three possible different causes that result in "listening breakdown."

Poor customer service may result from a breakdown of the listening process. Three possible different causes that can result in this is personal obstacles, biases, and preoccupation. Personal obstacles are factors that can limit performance. Examples would include disabilities or lack of education. Biases are beliefs or opinions that a person has about an individual or a group. Often based on unreasonable distortions or prejudice. Preoccupation would be not giving the speaker your undivided attention.

Filters

Psychological barriers in the form of personal experiences, lessons learned, beliefs, and values through which people process information and determine it's significance

Vocal cues

Qualities of the voice that send powerful nonverbal messages. Examples are rate, pitch, volume, and tone.

How many words spoken per minute

Rate

Miscellaneous cues

Refers to factors used to send messages that impact a customer's perception or feelings about a service provider of organization. Examples are personal habits, etiquette, and manners.

What is the definition of Primary Bahavior Pattern?

Refers to the person's preferred style of self-identity

Voice quality

Refers to the sound of one's voice. Terms often attributed to voice quality are raspy, nasal, hoarse, and gravelly.

Channel partner

Relationship of two organizations in which they are able to build a larger and stronger competitive presence in the marketplace

When a reviewer listens to live calls without the analysts knowledge, this type of call monitoring is:

Remote service observations

Emotional messages of color

Research-based use of color to send nonverbal messages through advertisements and other elements of the organization.

Responding

Sending back verbal and non-verbal messages to a message originator.

All of the following are strategies for working effectively with internal customers except:

Sit on your emotions

Please list three examples for "strategies for preventing dissatisfaction."

Strategies for preventing dissatisfaction includes to acknowledge what the consumer wants, following up with the customer afterwords and to cater to their business needs.