Module 5, 6, 7

c

A _____ has the ability to reach a large number of current and potential customers. a. customer personalized letter b. highly dissatisfied customer call c. poor online customer rating d. negative customer phone survey

b

A business needs to consider _____ when developing a customer service component for an employee-training plan. a. competency about a product b. the importance of professionalism c. occupational safety and health d. a customer's perceptions

c

According to Dr. Linda Elder of the Foundation for Critical Thinking, "People who think critically consistently attempt to live _____." a. rationally, reasonably, sympathetically b. rationally, creatively, empathically c. rationally, reasonably, empathically d. rationally, decisively, compassionately

b

After listening to and expressing empathy toward a customer, what is the next step? a. Ask a manager for help. b. Apologize for what happened. c. Facilitate a resolution. d. Learn from the experience.

a

All of the following are important for solving problems in a customer service environment, except _____. a. the ability to react based on emotions b. solid product knowledge and understanding of company policies and procedures c. a calm and thoughtful nature d. good critical-thinking skills

d

At what point does a customer service worker most likely encounter a customer? a. when a customer completes a survey b. when a customer is placed on hold c. when a customer leaves a phone review d. when a customer is upset

b

Baseline standards reflect a _____ provided to achieve customer satisfaction. a. selection of services b. minimum level of service c. level of consistent service d. range of different services

c

Businesses should adopt the idea that every customer _____ be viewed as an opportunity for success. a. expectation b. perception c. interaction d. need

a

Businesses should anticipate that customers want _____ as it pertains to customer service interactions. a. timeliness in delivery of service b. a partial resolution to a problem c. to be left alone and not bothered d. to be greeted with a firm attitude

c

Businesses that consider a customer's_____ will build customer loyalty over a period of time. a. demographic b. education c. situation d. attitude

d

Critical thinking is a way of thinking that guides problem solving by following certain steps except _____. a. formulating a plan of action b. analyzing all the facts c. determining the desired outcome d. executing a quick and satisfactory solution

a

Critical thinking is part of which of the customer service worker's essential skillsets? a. problem solving b. technical c. customer service d. communication

a

Customer-centric culture must be _____ by every employee. a. adopted b. enforced c. taught d. created

a

Employees should express _____ when attempting to put themselves "in the customer's shoes." a. honesty b. happiness c. loyalty d. empathy

a

For successful customer service, _____ is a critical skill to use when dealing with challenging customers. a. problem solving b. occupational health c. taking notes d. computer competency

b

Ideally, how many apologies should be offered during the very first steps of identifying a customer's problem? a. 3 b. 2 c. 1 d. 4

b

If a business has an average customer loss of 15 percent from poor customer service, it should _____. a. hire more customer service workers b. evaluate current service protocols c. review their current loyal customer base d. recruit new and potential customers

a

If a company experiences a legal liability when solving a customer problem, a _____ should be notified. a. managing supervisor b. technical support employee c. customer service worker d. customer service representative

b

Once a customer service worker has gained enough information to understand a customer's problem, the next step is to _____. a. determine the best alternative to solve the problem b. acknowledge this to the customer c. establish an action plan d. ask open-ended questions

a

One of the first steps when dealing with a challenging customer is to _____. a. protect yourself with the proper mindset and attitude b. tell them to calm down c. interrupt them before they get too far d. respond immediately

b

Technological progress means that the priority for retailers lies in _____ to improve customer retention. a. lowering the cost of servicing customers b. improving the customer experience c. offering lower prices d. increasing the number of customers

a

The ability of customers to obtain information, test products, and make transactions using different channels is known as _____. a. a flexible buying process b. a channel buying process c. a hybrid buying process d. a network buying process

b

The best alternative to a customer's problem is one that achieves a balance between _____. a. a good emotional outcome for the CSW and a good outcome for the business b. a good emotional outcome for the customer and a good outcome for the business c. a good emotional outcome for the customer and a good emotional outcome for the CSW d. a good emotional outcome for the customer and a minimal loss for the business

a

The extra time and effort that a CSW takes to resolve a customer's problem leads to _____. a. customer loyalty b. empathy for the customer c. an understanding of the problem d. preventing the problem from recurring

d

The golden model of customer service is to _____. a. take charge, listen, and empathize b. listen, sympathize, and take charge c. empathize, respond, and take charge d. listen, empathize, and take charge

b

The level of remediation to address a customer's dissatisfaction with service should _____ the customer's loss. a. worsen b. equal c. minimize d. counteract

d

The term customer retention is described as _____. a. maintaining the same number of customers at all times b. the same thing as customer churn c. the same thing as customer defection d. the mirror image of customer defection

d

The transformation of the Internet into a social platform has resulted in a power shift from _____. a. buyers to sellers b. buyers to marketers c. sellers to marketers d. sellers to buyers

a

True or false: Businesses should focus on the details of the customer experience because it ensures exceptional customer service is provided. a. True b. False

a

True or false: Excellent problem solvers have good critical thinking skills, solid product knowledge, and an understanding of company policies and procedures. a. True b. False

a

True or false: It is helpful to partner with the customer to achieve a speedy resolution and high level of satisfaction. a. True b. False

b

True or false: Offering large service discounts or a similar type of remediation to a customer is most often completed without assistance from a supervisor. a. True b. False

c

What does L stand for in LEAP? a. learn b. list c. listen d. leverage

a

What should a CSW do first when communicating with an upset customer? a. Listen to what the customer says. b. Express agreement with the customer. c. Overlook the customer's actions. d. Empathize with the customer.

d

When a CSW provides clear options and steps to a resolution for a customer by saying "Here is what we are going to do," which of the following is the CSW demonstrating? a. empathizing b. listening c. interrupting d. taking control

b

When a customer is venting their anger, they will be easier to deal with if you _____. a. suggest an immediate solution to their problem b. acknowledge their anger and let them share some of it with you c. encourage them to continue venting d. immediately advise management of the problem

a

When a customer service worker uses a customer-centric perspective with a difficult customer, it means that they are _____. a. putting themselves in the place of the customer b. allowing the customer to get their way c. allowing the customer to vent as long as they want d. controlling how the customer reacts to the problem

c

When the customer service worker asks a customer an open-ended question, it is best described as one that _____. a. requires a simple "yes" or "no" answer b. gives the customer an opportunity to say either "yes" or "no" c. has no simple "yes" or "no" answer d. gives the customer a chance to vent as much as they need to

d

Which action can be a lasting negative effect on a company after a customer experiences poor customer service? a. The customer thinks about using the company in the future. b. The customer reflects on what happened and went wrong. c. The customer offers advice to improve customer service. d. The customer shares his or her experience with others.

c

Which are formed in comparison to what the baseline expectations of service should be? a. customer anticipations b. customer situations c. customer perceptions d. customer needs

a

Which best describes customer service workers? a. They are specially trained. b. They approve all remediation offers. c. They deal with first-time customers. d. They evaluate employee training plans.

d

Which describes an example of a sensitive issue that a customer service worker may encounter? a. A customer requests a company to stop sending advertised mail. b. A customer thanks the representative for the courteous call. c. A customer asks for troubleshooting help about a product. d. A customer is told yet again that product shipment is delayed.

c

Which is another way to describe "exceptional customer service"? a. supplying a standard level of expected service b. providing satisfactory care to a customer c. surpassing a customer's original expectations d. meeting a customer's need and wants

d

Which is formed before a customer makes a purchase? a. attitudes b. experiences c. perceptions d. expectations

d

Which most likely results in an unhappy customer? a. a business that surpasses a customer's previous service experiences b. a business that provides a baseline level of service to the customer c. when a customer's call is forwarded to someone who can provide assistance d. when perceptions fall short of what the original expectations were

d

Which of the following are steps that the CSW can take to apply critical thinking in the problem-solving process? a. formulate an action plan and develop a contingency plan b. know your company's products, policies, and procedures c. understand and analyze the situation d. all of the above

b

Which of the following critical-thinking skills is defined as the ability to come to a decision and act upon it? a. self-confidence b. decisiveness c. rational thinking d. self-discipline

b

Which of the following critical-thinking skills is defined as the ability to see yourself in the position of another person? a. creativity b. compassion c. self-awareness d. curiosity

b

Which of the following describes a customer who is excited about a customer service experience? a. A customer decides to get information from a friend before calling a repair shop. b. A customer can't wait to tell his friend about a recent hotel stay and vacation. c. A customer thinks a restaurant deserves two stars for its food and service. d. A customer listens as her friend explains her experience at a clothing store.

c

Which of the following has been proven true about customer retention? a. It costs the same to acquire new customers and to keep existing customers happy. b. It is more expensive to keep existing customers happy than to try to acquire new customers. c. It is less expensive to keep existing customers happy than to try to acquire new customers. d. It is less expensive to acquire new customers than to keep existing customers happy.

d

Which of the following is an example of an open-ended question? a. "Are you dissatisfied with the product/service?" b. "Did you have trouble with the product/service?" c. "Did you read the product instructions first?" d. "What were your expectations for the product/service?"

d

Which of the following is the best way to acknowledge a customer's problem? a. giving them an apology, a refund, or a discount b. allowing them to vent for a few minutes while you listen c. empathizing with them d. repeating the situation back to the customer

c

Which of the following is the correct sequence of steps that form part of the problem-solving process? a. use critical thinking to determine the best alternatives, ask open-ended questions, and empathize b. listen, empathize, and ask open-ended questions c. listen, ask open-ended questions, and acknowledge understanding of the problem d. ask open-ended questions, empathize, and listen

b

Which of the following is true about creating customer relationships that have an emotional dimension? a. such bonds are easier to create, but harder to break b. such bonds are hard to create, but even harder to break c. such bonds are harder to create, but easier to break d. such bonds are easy to create, but even easier to break

d

Which of the following steps in the problem-solving process best demonstrates the company's accountability and enhances its integrity? a. acknowledging the customer's problem and empathizing with them b. giving the customer a timeline for resolution of the problem and firmly committing to it c. executing the agreed-upon solution immediately d. following up with the customer after the problem is resolved

a

Which step happens after an apology is made to a customer about a discrepancy? a. Solve the problem quickly. b. Take ownership of the situation. c. Empathize with the customer. d. Listen to the customer.

d

Which would most likely contribute to the formation of a customer's expectations? a. calling the company to seek advice b. leaving a remark on a customer survey c. experiencing a positive customer service call d. reading reviews about the company

b

_____ typically goes a long way toward defusing a customer's agitation. a. Negotiating with the customer b. Offering an apology c. Placing the customer on hold d. Making excuses