Dear God Why Am I Doing This -Insert Title Here-
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.
Handling complaints cycle.
Which of the following is NOT a "drill-down" question? Tell me more. What happened next? How can I help you? Anything else?
How can I help you?
Which of the following is NOT a common environment for handling complaints? Over the phone At a store Over the Internet In a meeting
In a meeting
Employees are known as __________ customers. Potential Happy Easy Internal
Internal
Customer service is the __________ a business takes to satisfy customers. Research and experimentation Involvement and enhancements Marketing and advertising Management philosophy
Involvement and enhancements
Customer service is the __________ a business undertakes to satisfy customers. Research and experimentation Involvement and enhancements Marketing and advertising Management philosophy
Involvement and enhancements
Which of the following is UNTRUE about handling difficult customers? It can be challenging for customer service representatives. It involves remaining calm under pressure. It requires close attention to the attitude and language of the customer. It requires customer service representatives to focus on the prob
It requires close attention to the attitude and language of the customer.
What is the first step of the handling complaints cycle? Analyze the complaint Listen to the customer Confirm the complaint Identify the complaining customer
Listen to the customer
Which of the following steps of the handling complaints cycle involves letting the customer speak without interrupting him or her? Solving the complaint Listening to the customer Confirming the complaint Analyzing the complaint
Listening to the customer
process of creating and communicating valuable products and services; includes advertising, sales, promotion and public relations
Marketing
Which of the following is a function of customer service? Recognizing the value of customers Giving the customer a reason to purchase again Marketing a product Establishing an efficient order and delivery system
Marketing a product
A customer representative should NOT consider complaints as which of the following? Ways to improve a business Opportunities for new businesses Ways to understand strengths and weaknesses of a business Opportunities for customers to take advantage of a business
Opportunities for customers to take advantage of a business
the purchasing of items by a customer
Product Buying
Which of the following is suggested for handling difficult customers? Rate how angry the customer is relative to other customers Provide the customer with a scripted response and solution Direct the customer to the correct channel for complaining Attribute the problem to corporate upper management
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 Listening to the customer Analyzing the problem Solving customer problems
Reporting difficult customers to the manager
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
Handling complaints cycle steps.
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? "0" "1" "5" "10"
"1"
Which of the following is NOT a suggested tip for handling complaints? Keep your temper down Be polite and respectful Argue with the customer Listen with an intent to resolve the complaint
Argue with the customer
Solving the complaint should NOT involve which of the following? Giving the customer their money back Giving the customer a coupon Giving the customer a lifetime loyalty discount Exchanging the product for a different product
Giving the customer a lifetime loyalty discount
Recruiting a new customer costs how many times more than keeping an existing customer? Three times Four times Five times Six times
Six times
The delivery process should take how many days? One to two business days Two to three business days Five to seven business days Eight to ten business days
Two to three business days
department at Southwest Airlines which provides opportunities for Southwest Airlines employees to learn and develop leadership skills and customer service skills
University For People
Which of the following is NOT suggested for promoting customer loyalty? Greet customers by name Include loyalty items in shipping Solve questions and complaints immediately Use a variety of media for marketing efforts
Use a variety of media for marketing efforts
In which year did the first Southwest plane take off? 1961 1971 1981 1991
1971
How many female first officers are employed by Southwest Airlines? None 12 50 80
50
On average, one complaint will be known by of how many people? 33 people 41 people 67 people 88 people
67 people
According to a recent study, what percentage of complaints went untold? 49 percent 68 percent 81 percent 96 percent
96 percent
What kind of rating is required of all Southwest pilots? A 737 rating An A+ rating A 100 percent rating A five star rating
A 737 Rating
Which of the following steps involves asking the customer if there are any additional problems? Asking the customer if the solution is satisfactory Listening to the customer Confirming the complaint Analyzing the complaint
Asking the customer if the solution is satisfactory
the trait of customers to continue shopping at a certain store for specific items as long as they are satisfied
Customer Loyalty
involvement and enhancements a business takes to please its customers
Customer Service
idea stating that if employees are satisfied they will be more likely to satisfy customers
Customer Service Cycle
The involvement and enhancements a business undertakes to please their customers.
Customer Service.
According to the presentation, which three cities make up the ''Golden Triangle of Texas''? Lubbock, Austin and Dallas Houston, Waco and Austin Dallas, Houston and San Antonio San Antonio, Houston and Amarillo
Dallas, Houston and San Antonio
Analyzing the complaint involves asking __________ questions. Closed-ended Personal Rating scale Drill-down
Drill-down
The act of understanding and vicariously experiencing another's situation.
Empathy.
an idea concerning what will happen in the future
Expectations
Employees deserve less respect than customers. TRUE FALSE
False
If you correctly follow the handling complaints cycle, you should be able to address any complaint and satisfy every customer. TRUE FALSE
False
Most people complain if they have a problem. T/F
False
Southwest employees are required to dress in business attire from Monday to Thursday. True False
False
The Triple Crown is awarded to the airline with the most beautiful flight attendants. TRUE FALSE
False
The maintenance bases for Southwest are in Dallas, Houston and San Antonio. TRUE FALSE
False
When dealing with complaints you should be loud, direct and rude. TRUE FALSE
False
How many gallons of fuel does a 737 aircraft use per minute? Five gallons Ten gallons Fifteen gallons Twenty gallons
Fifteen Gallons
How many steps are in the handling complaints cycle? Three Four Five Six
Five
Which of the following does NOT confirm the complaint? What I hear you saying is ... So you are saying you are not happy with ... You think the problem seems to be ... So you have another question about ...
So you have another question about ...
Exchanging the product for a different product is an option for which of the following steps? Confirming the complain Listening to the customer Analyzing the problem Solving the problem
Solving the problem
area behind ticket counter where baggage is sorted and loaded onto vehicles to transport it to the plane
T-Point
Which of the following accurately describes empathy? The act and feeling of caring about and supporting another The act of understanding and vicariously experiencing another's situation The feeling of having intense emotional interest and concern The act and feeling of wanting the best for a person, regardless of individual desires
The act of understanding and vicariously experiencing another's situation
Proper telephone etiquette requires you answer the phone within how many rings? Five Four Three Two
Three
What is the first step in the customer service cycle? Customer satisfaction Employee satisfaction and competence Training and empowerment of employees Superior service and delivery
Training and empowerment of employees
Customer expectations evolve over time. TRUE FALSE
True
If a customer's request is unreasonable, it is all right to say no. TRUE FALSE
True
Part of customer service is staying in constant communication with customers. TRUE FALSE
True
Southwest has an average of 64 departures per airport, per day. TRUE FALSE
True
The University for People provides opportunities for Southwest employees to learn and develop. TRUE FALSE
True
idea stating that if employees are satisfied they will be more likely to satisfy customers
employee respect
set of rules governing polite behavior which should be used in public and when dealing with others
etiquette
area where plane is prepared for flight
turning Zone
