CUSTOMER SERVICE 2026/2027 QUESTIONS AND
SOLUTIONS RATED A+
✔✔When customers are in the zone of indifference they: - ✔✔Maybe generally satisfied
but not necessarily motivated to become loyal customers.
✔✔Most companies need to increase the number of complainers they hear from. -
✔✔True
✔✔Atypical company will lose 10 to 30% of its customers over what period of time? -
✔✔Each year
✔✔Credit card companies can enhance their perception of value by: - ✔✔Giving
customers exes to live-person contact, giving cash back to airline miles credit for all
purchases, offering different levels of cards (Gold, platinum, etc.)
✔✔Exceeding customer expectations about speed of service may be one of the
simplest, yet most powerful, ways of building loyalty. - ✔✔True
✔✔The L in the acronym LIFE stands for: - ✔✔Little things
✔✔Working with customers calls for emotional labor. This term means that: - ✔✔We
may be required to display emotions that are not exactly what we are feeling.
✔✔The customer is always right: - ✔✔May distort the importance of thinking about win-
win relationships, not who is right and who is wrong.
✔✔When having a live conversation with the customer and the phone rings: - ✔✔Only
answer it if no one else is available and after you ask the customers permission.
✔✔Companies can enhance their trustability by: - ✔✔Exceeding expectation for
openness and transparency.
✔✔This chapter size as examples of failing to build value with credibility the following: -
✔✔Airline frequent flyer programs.
✔✔Two critical actions for delivering A-plus information in e-commerce or to make
customer support easily accessible and to honor the feedback loop. - ✔✔True
✔✔E-commerce has affected customer service by: - ✔✔Making spreading the word
about service experiences easier than ever.
SOLUTIONS RATED A+
✔✔When customers are in the zone of indifference they: - ✔✔Maybe generally satisfied
but not necessarily motivated to become loyal customers.
✔✔Most companies need to increase the number of complainers they hear from. -
✔✔True
✔✔Atypical company will lose 10 to 30% of its customers over what period of time? -
✔✔Each year
✔✔Credit card companies can enhance their perception of value by: - ✔✔Giving
customers exes to live-person contact, giving cash back to airline miles credit for all
purchases, offering different levels of cards (Gold, platinum, etc.)
✔✔Exceeding customer expectations about speed of service may be one of the
simplest, yet most powerful, ways of building loyalty. - ✔✔True
✔✔The L in the acronym LIFE stands for: - ✔✔Little things
✔✔Working with customers calls for emotional labor. This term means that: - ✔✔We
may be required to display emotions that are not exactly what we are feeling.
✔✔The customer is always right: - ✔✔May distort the importance of thinking about win-
win relationships, not who is right and who is wrong.
✔✔When having a live conversation with the customer and the phone rings: - ✔✔Only
answer it if no one else is available and after you ask the customers permission.
✔✔Companies can enhance their trustability by: - ✔✔Exceeding expectation for
openness and transparency.
✔✔This chapter size as examples of failing to build value with credibility the following: -
✔✔Airline frequent flyer programs.
✔✔Two critical actions for delivering A-plus information in e-commerce or to make
customer support easily accessible and to honor the feedback loop. - ✔✔True
✔✔E-commerce has affected customer service by: - ✔✔Making spreading the word
about service experiences easier than ever.
