Customer service final

In reference to the scenario in question 1, which of the following statements would have best demonstrated empathy?

"I know what an inconvenience this error has caused you."

In reference to question 1, which of the following would have solved Jan's core problem?

"We'll overnight you the correct rolls so you won't have to reschedule your paper hanger."

At any given moment, approximately what percentage of the customers of an average company are upset enough with the company to stop doing business with them?

25 percent

Of that number of unhappy customers, approximately what percent will actually voice their complaints to the company?

5 percent

A Forum Corporation study identified three major reasons why a customer leaves a company for a competitor. Those three are 1) finding a better product, 2) finding a cheaper product and 3) too little or poor quality customer service. Based on the information supplied in this module, what percentage of customers left a company because of customer service issues?

70 percent

The pattern of questions you ask when determining your client's needs should resemble:

A wedge

Which of the following is the equation used to explain value?

Benefit to customer minus cost to customer

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 service, most consumers usually remember or focus on:

Exceptional personal attention.

Sometimes "No" is the only way to answer the customer. Which is the best option when needing to deliver the "No" answer?

I realize you would prefer the XYZ model, and that it will meet your current needs. However, we are currently not stocking that model and are replacing it with the XYZ Deluxe Model.

According to author Clay Carr in the book, Front-Line Customer Service, at least 90 percent of complaining customers will continue the business relationship if the complaint is resolved:

On the spot.

What is the MOST LIKELY reason why a customer would never patronize your business again?

Received poor customer service.

When giving bad news to a customer, a typical customer prefers that you:

Tell the truth and provide solutions.

Let's assume your company manufactures and sells heavy construction equipment. Select all of the following that could be considered customers of your company:

The construction company that is the contractor for building the building. The union which provides the skilled labor for your company. The heavy equipment dealer who is a supplier to the contractor

Understanding the customer's problem requires:

Thoughtful questioning.

Select the answer below that most accurately fills in the blank in this sentence: Most experts estimate that a disgruntled customer will tell between ________ people how they were treated. Question 8 options:

True

True or False? According to Cambridge Reports, less than 10% of consumers surveyed rated the quality of service companies as "excellent" in meeting customer needs and concerns

True

True or False? One of the ways to instill confidence in a customer is to have confidence in yourself.

True

Positive words and phrases increase customer ___________ and ___________.

a. Confidence and satisfaction

Read the scenario below, and answer the questions that follow: Jan placed an order online for some wallpaper. She was notified by e-mail that her order had been shipped and would arrive no later than November 1st. She scheduled her wallpaper hanger to do the job on November 3rd. When she received the shipment on the 1st, she discovered that out of 10 rolls of wallpaper, three were the wrong color. She immediately e-mailed the manufacturer: "I received my shipment today, but three of the 10 rolls were not what I ordered! I have a wallpaper hanger coming in two days, and now I will have to reschedule and will probably have to wait weeks to get on his schedule again. I am very disappointed with your service. I would like to get this resolved to my satisfaction ASAP." Two days later, Jan received the following e-mail: "Thank you for your e-mail. If you would ship the incorrect rolls back to us at the address listed on the packing slip, we will be happy to send you the correct pattern. You can expect delivery approximately 10 days after we receive your returned rolls. Thank you for your order." Which of the following are mistakes that the CSR made in her response?

a. Did not apologize for the error. b. Did not solve Jan's core problem. c. Did not empathize. d. Did not compensate the customer for the inconvenience.

As a review, what are the essential customer service skills? Select the best answer.

a. Empowerment b. Service Attitude c. The Art of Active Listening d. Patience and persistence

Select the basic techniques used to build a relationship with customers?

a. Establish rapport b. Building goodwill c. Voice mail

The two techniques used to elicit information from a customer are:

a. Key Word b. Open-ended and closed-ended questions

What are the three steps that lead to customer delight?

a. Listen. b. Apologize. c. Fix.

Which of the following are techniques for defusing anger and aggression? Select all that apply.

a. Listening. b. Empathizing. c. Not returning aggression. d. Agreeing when the company is wrong. e. Accepting responsibility for the error. f. Taking immediate action to solve the problem.

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

a. Personal attention b. Employee competence c. Promptness

Complete the following sentence: A sale is a one-time transaction; a customer is a lifetime ...

asset

The initial challenge for most customer service professionals is to:

b. Acquire a clear understanding of the customer's problem.

When you need a specific answer, you use which technique?

b. Closed-ended

True or False? An Intermediate Customer is a potential customer who has NOT purchased your product or service yet but is likely to do so.

false

True or False? Consumers are generally happy with the value of services that they receive.

false

True or False? Finding a new customer is cheaper than keeping an existing one?

false

True or False? Most customers beleive that COST is more important than SERVICE when they are buying a service rather than a product.

false

True or False? The lifetime value of a customer is the average age of your customer.

false

When a person receives bad customer service, what is he or she most likely to do?

never do business with the comany again

True or False? A Final Customer is a person who purchases the product or service that your organization produces or provides.

true

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

true

True or False? Consumers are generally happy with the value of products that they receive.

true

True or False? Good customer service can make or break a company.

true