Customer service final exam study guide questions and answers 100% verified. A satisfied customer is a customer who enjoys the services and/or products that the organization provides - correct answers.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 - correct answers.true Role playing with a customer service representative is not a way to analyze how the CSR will interact with customers in the future - correct answers.false It is important for customer service representative to remember that each customer is an individual - correct answers.true Practicing customer service skills is essential for a CSR to enhance how well he or she may react to future customers - correct answers.true Empowering CSRs is the same as monitoring their performance - correct answers.true Motivating customer service representatives is the same as encouraging their performance - correct answers.true When employers in hibit a CSR from utilizing their talents and skills, this is the same as not allowing CSRs to advance in their career - correct answers.true Address customer service problems immediately is better than allowing the problems - correct answers.true Demonstrating teamwork amongst customer service representative is the same as delegating to customer service reprenstative - correct answers.false The best way to resolve conflicts is communication and having an open mind - correct answers.true Listening to each other when having a conflict is a positive way to understand where the misunderstanding may be in the communication - correct answers.true Basic communication is when the receiver sends information to the sender - correct answers.false A channel , when communicating, can be any device or object to relay the information to another person - correct answers.true When communicating, it is easier to communicate when both parties do not have shared understanding - correct answers.false The aggressive communication style is a style where a person has an open minded, bitter, negative, and does not appreciate others - correct answers.false The aggressive communication style can be verbal/nonverbal it depends on the person - correct answers.true A custom er that yells "don't ask me WHY JUST DO IT" has a passive communication style - correct answers.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 - correct answers.true The assertive communication style is an action oriented, open minded, and positive style that customers as well as customer service representative can use - correct answers.true Telling a customer "please calm down" is the best way to relax an irate customer - correct answers.false Using positive body language is very important when approaching a customer no matter if he or she is aggressive, passive or assertive - correct answers.true It is important to remember that customer service skills are needed whenever dealing with people not just in the retail industry - correct answers.true Appreciating knowledge received from an individual is one of the biggest advances a person can take whe n working in customer service - correct answers.true It's not what you say, but how you say it is Ms. Toomer's favorite quote when handling others - correct answers.true Characterizing a good listener is someone who is listening with an open mind and tri es to be empathetic to the other person's point of view - correct answers.true
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Customer service final exam study guide questions and answers 100% verified.
Preview 2 out of 5 pages
Customer service final exam study guide questions and answers 100% verified. A satisfied customer is a customer who enjoys the services and/or products that the organization provides - correct 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 - correct Role playing with a customer service representative is not a way to analyze how the CSR will interact with customers in the future - correct It is important for customer service representative to remember that each customer is an individual - correct Practicing customer service skills is essential for a CSR to enhance how well he or she may react to future customers - correct Empowering CSRs is the same as monitoring their performance - correct Motivating customer service representatives is the same as encouraging their performance - correct When employers inhibit a CSR from utilizing their talents and skills, this is the same as not allowing CSRs to advance in their career - correct Address customer service problems immediately is better than allowing the problems - correct Demonstrating teamwork amongst customer service representative is the same as delegating to customer service reprenstative - correct The best way to resolve conflicts is communication and having an open mind - correct Listening to each other when having a conflict is a positive way to understand where the misunderstanding may be in the communication - correct Basic communication is when the receiver sends information to the sender - correct A channel, when communicating, can be any device or object to relay the information to another person - correct When communicating, it is easier to communicate when both parties do not have shared understanding - correct The aggressive communication style is a style where a person has an open minded, bitter, negative, and does not appreciate others - correct The aggressive communication style can be verbal/nonverbal it depends on the person - correct A customer that yells "don't ask me WHY JUST DO IT" has a passive communication style - correct 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 - correct The assertive communication style is an action oriented, open minded, and positive style that customers as well as customer service representative can use - correct Telling a customer "please calm down" is the best way to relax an irate customer - correct Using positive body language is very important when approaching a customer no matter if he or she is aggressive, passive or assertive - correct It is important to remember that customer service skills are needed whenever dealing with people not just in the retail industry - correct Appreciating knowledge received from an individual is one of the biggest advances a person can take when working in customer service - correct It's not what you say, but how you say it is Ms. Toomer's favorite quote when handling others - correct 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 - correct
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