CUSTOMER SERVICE EXAMINATION QUESTIONS AND CORRECT ANSWER WIT EXPLANATION GRADED A+ STUDY GUIDE

CUSTOMER SERVICE EXAMINATION QUESTIONS AND
CORRECT ANSWER WIT EXPLANATION GRADED A+
STUDY GUIDE SOUTHERN NEW HAMPSHIRE UNIVERSITY
1. Customer service is:
A. Support provided to customers before, during, and after purchase
B. Software development
C. Hardware repair
D. Network configuration
Answer: A
Rationale: It focuses on assisting customers.

2. The main goal of customer service is:
A. Customer satisfaction
B. System installation
C. Coding software
D. Building hardware
Answer: A
Rationale: Satisfaction is the priority.

3. A customer is:
A. A person who buys goods or services
B. A computer system
C. A network device
D. A software program
Answer: A
Rationale: Service recipient.

4. Customer care means:
A. Meeting customer needs effectively
B. OS management
C. Hardware repair
D. Network setup
Answer: A
Rationale: Support and attention.

5. Customer satisfaction refers to:
A. Meeting or exceeding expectations

, B. CPU speed
C. OS speed
D. Network speed
Answer: A
Rationale: Expectation fulfillment.

6. Customer loyalty is:
A. Repeat purchase behavior
B. Software usage
C. Hardware use
D. Network use
Answer: A
Rationale: Retention of customers.

7. Complaint is:
A. Expression of dissatisfaction
B. Appreciation
C. Payment
D. Purchase
Answer: A
Rationale: Negative feedback.

8. Feedback is:
A. Customer opinion about service
B. OS update
C. Hardware update
D. Network update
Answer: A
Rationale: Response from customers.

9. Communication in customer service is:
A. Exchange of information
B. Coding process
C. OS process
D. Hardware process
Answer: A
Rationale: Information sharing.

10. Active listening means:
A. Paying full attention to customer

, B. Ignoring customer
C. Interrupting customer
D. Delaying response
Answer: A
Rationale: Understanding customers.

11. Professionalism means:
A. Proper behavior and attitude
B. Coding skills
C. OS skills
D. Hardware skills
Answer: A
Rationale: Professional conduct.

12. Empathy is:
A. Understanding customer feelings
B. Ignoring feelings
C. Technical skill
D. System design
Answer: A
Rationale: Emotional understanding.

13. Customer complaint handling involves:
A. Resolving issues
B. Ignoring complaints
C. Delaying response
D. Rejecting customers
Answer: A
Rationale: Problem solving.

14. Service quality refers to:
A. Level of service excellence
B. OS quality
C. Hardware quality
D. Network quality
Answer: A
Rationale: Service performance.

15. Frontline staff are:
A. Employees who interact with customers