Module Two

Customers want to deal with someone who is confident and knows what they are doing. This can be referred to as:

Employee competence

When asked about a time when they had really high-quality personal service, most consumers usually remember or focus on:

Exceptional personal attention.

Consumers are generally happy with the value of services that they receive.

False

Most customers believe that COST is more important than SERVICE when they are buying a service rather than a product.

False

A company is more likely to do business with another company that offers the best customer service over the best price.

True

According to Cambridge Reports, less than 10 percent of consumers surveyed rated the quality of service companies as "excellent" in meeting customer needs and concerns.

True

Consumers are generally happy with the value of products that they receive.

True

Generally, company profits are correlated with the quality of customer service.

True

Good customer service can make or break a company.

True

One of the ways to instill confidence in a customer is to have confidence in yourself.

True

Personal attention is one of the key components of good customer service.

True

When purchasing a service, most people feel customer service is more important than cost.

True

When you can't immediately solve the customer's problem, there ARE things you can still do to provide quality service. Select the BEST answer.

a. Explain the expected time frame for the solution clearly. b. Show confidence that you will make sure the problem is resolved. c. Offer alternatives to give choices and control to the customer. d. Acknowledge the problem, apologize and get all the necessary information.

Select ALL that apply to demonstrate competence to customers:

a. Focus on what the customer wants b. Anticipate questions c. Answer truthfully d. Tell them what to expect — explain the process e. Keep them updated and informed

What attitudes reflect the qualities of positive personal attention that will create excellent customer service? (Select all that apply.)

a. Patience b. Calmness c. Understanding d. Listening True

When people define high-quality customer service, three components are identified frequently. These three components are: a. Attractive employees

a. Personal attention b. Employee competence c. Promptness

You are an associate of an upscale music store. You notice a woman looking at CDs in the Jazz section. She is flipping through the discs and looking rather agitated. She walks around the store and then comes back to the Jazz section. She looks around for an employee, but no one is in that area. You immediately approach the woman and ask if you can help her locate the CD she is looking for. You ask what type of music she enjoys and make suggestions of music of this type. If you are unfamiliar with this type of music, you offer to look up selections on the computer, or obtain help from another employee. You have just demonstrated:

a. Personal attention b. Employee competence c. Promptness

Referring to the positive example of restaurant customer service in our video, which selection below shows that the waiter made the customer feel he cared?

a. Smiled . b. Recommended an entrée. c. Listened to the complaint and did his best to remedy. d. Offered a complimentary dessert.

If you were the waiter in our restaurant example, select ALL the things you should NOT do if you wanted to provide good service.

a. Walk away and talk to another waiter while the customer is talking to you. b. Insult the customer by belittling her complaint. c. Do nothing to remedy the situation.

Select the three elements of "Promptness":

b. Make it quick. c. Make it easy. d. Make it enjoyable.

The Gallup Organization asked customers what would make them decide NOT to return to a restaurant. Eighty percent responded they would not choose a restaurant based on what reason?

b. Poor service

Joe, the assistant manager of a bookstore, is completely out of a particular John Grisham novel and will not receive a new shipment for at least three days. Several customers are requesting this book. A woman approaches the counter. Woman: I am interested in the new John Grisham. I really love lawyer novels. Joe: I'm sorry, we currently don't have that book in stock. We should have it in three days. Woman: So what am I supposed to do? Joe: If you give me your name and number or e-mail address, I can notify you as soon as it arrives. Woman: Well, I guess that's alright. Joe: If you like John Grisham, you might also really like Patricia Cornwell or James Patterson books. Woman: Thank you for the tip. This situation and how it was handled demonstrate the technique of:

b. Saying "No" but still saying "Yes."

Select ALL of the following that are NOT factors in our definition of High-Quality Service.

b. Terms and conditions of the purchase

Customers, just like the rest of us, value their time highly. They don't want to waste time while trying to buy things or resolve questions about a purchase. Based on information in the program, approximately how many working adults are willing to trade sleep in order to get more done with the extra time?

c. About one-half

Company profits generally______ after a period of ______ customer satisfaction results.

c. Rise, good

Choose the BEST answer to demonstrate your competence even though you don't know how to answer the customer's question.

d. Tell him or her you don't know, apologize and say when you'll call back with the answer.