customer service final exam study guide| Complete Q’s and A’s

customer service final exam study guide|
Complete Q’s and A’s
A satisfied customer is a customer who enjoys the services and/or products
that the organization provides - -true

- When training a CSR, it is important to show the new customer service
representative what is expected and how the job functions are to be
completed - -true

- Role playing with a customer service representative is not a way to analyze
how the CSR will interact with customers in the future - -false

- It is important for customer service representative to remember that each
customer is an individual - -true

- Practicing customer service skills is essential for a CSR to enhance how
well he or she may react to future customers - -true

- Empowering CSRs is the same as monitoring their performance - -true

- Motivating customer service representatives is the same as encouraging
their performance - -true

- When employers inhibit a CSR from utilizing their talents and skills, this is
the same as not allowing CSRs to advance in their career - -true

- Address customer service problems immediately is better than allowing
the problems - -true

- Demonstrating teamwork amongst customer service representative is the
same as delegating to customer service reprenstative - -false

- The best way to resolve conflicts is communication and having an open
mind - -true

- Listening to each other when having a conflict is a positive way to
understand where the misunderstanding may be in the communication - -
true

- Basic communication is when the receiver sends information to the sender
- -false

, - A channel, when communicating, can be any device or object to relay the
information to another person - -true

- When communicating, it is easier to communicate when both parties do
not have shared understanding - -false

- The aggressive communication style is a style where a person has an open
minded, bitter, negative, and does not appreciate others - -false

- The aggressive communication style can be verbal/nonverbal it depends
on the person - -true

- A customer that yells "don't ask me WHY JUST DO IT" has a passive
communication style - -false

- A customer who is quite, smiles when he or she does not want to smile and
says one thing but mean something else is using a passive communication
style - -true

- The assertive communication style is an action oriented, open minded, and
positive style that customers as well as customer service representative can
use - -true

- Telling a customer "please calm down" is the best way to relax an irate
customer - -false

- Using positive body language is very important when approaching a
customer no matter if he or she is aggressive, passive or assertive - -true

- It is important to remember that customer service skills are needed
whenever dealing with people not just in the retail industry - -true

- Appreciating knowledge received from an individual is one of the biggest
advances a person can take when working in customer service - -true

- It's not what you say, but how you say it is Ms. Toomer's favorite quote
when handling others - -true

- Characterizing a good listener is someone who is listening with an open
mind and tries to be empathetic to the other person's point of view - -true

- Selective listening is hearing only what you want to hear-sorting out what's
not important or of no interest to you - -true

- Inactive listening means to listen with your whole mind and body not just
your ears - -false