©BRIGHTSTARS EXAM SOLUTIONS
10/23/2024 11:19 PM
Customer service Exam Questions And
Answers 100% Pass
False - answer✔employees should never apologize on behalf of their company
what are the key elements of customer service? - answer✔developing a customer friendly
approach; expanding your definition of service; expanding your definition of service; identifying
your customers
true - answer✔initiative is the difference between adequate customer service and customer
service that wins customer loyalty
true - answer✔customers tend to internalize their experiences of customer service
standards - answer✔the personality traits a manager seeks in a customer service role model
defines his/her customer service
5 - answer✔what is the percentage increase needed in customer loyalty to improve profitability
between 25% and 95%?
false - answer✔customers prefer to be provided with few details about their products and
services
true - answer✔managers should reward employees that identify co - workers who deliver
excellent customer service
information - answer✔the five basic needs of customers are friendliness, empathy, fairness,
control, and ...
true - answer✔when customers receive poor service they tell upwards of 20 people
false - answer✔companies should hire outside consultants to obtain customer feedback
true - answer✔it is unlikely that a manager will find all of his/her desired personality traits in a
company role model
, ©BRIGHTSTARS EXAM SOLUTIONS
10/23/2024 11:19 PM
what is the correct process for answering a phone in a business? - answer✔1) pick up the phone;
2) greet the caller; 3) give your name; 4) ask how you can help
true - answer✔a study by brain & company suggests that 5% increase in customer loyalty can
improve profitability by any where from 25% to 95%
which of the following are ways you can take responsibility for a customer complaint? -
answer✔expressing sympathy and full under standing; behaving without aggression; not making
excuses for the problem
what are the steps involved in the customer problem solving process? - answer✔1) ask questions;
2) identifying the customer's needs; 3) explain what you can and cannot do; 4) discuss options;
5) take action; 6) check the results
91 - answer✔what is the percentage of probability that poor service will dissuade a customer
from ever returning to a company?
apologize - answer✔what is the third steps in renewing customer loyalty during a complaint?
which of the following are key steps to loyal customers? - answer✔act on what your customers
tell you; tell your customers what you expect; create easy ways for your customers to offer
feedback
call me back - answer✔which of the following phrases should never be said to a customer?
what are the steps for renewing loyalty during a complaint? - answer✔1) listen completely, 2) let
them vent, 3) apologize, 4) ask how you can make things right, 5) assure them you'll fix the
problem
calm down - answer✔I am sorry
no - answer✔what I can do is
that's not my fault - answer✔let' see what we can do about this
I don't know - answer✔I'll find out
true - answer✔the definition of basic customer service is providing a quality product or service
that satisfies the needs/wants of a customer and keeps them coming back
providing your customers with details - answer✔which of the following is a method of
maintaining a culture of excellent customer in an organization?
10/23/2024 11:19 PM
Customer service Exam Questions And
Answers 100% Pass
False - answer✔employees should never apologize on behalf of their company
what are the key elements of customer service? - answer✔developing a customer friendly
approach; expanding your definition of service; expanding your definition of service; identifying
your customers
true - answer✔initiative is the difference between adequate customer service and customer
service that wins customer loyalty
true - answer✔customers tend to internalize their experiences of customer service
standards - answer✔the personality traits a manager seeks in a customer service role model
defines his/her customer service
5 - answer✔what is the percentage increase needed in customer loyalty to improve profitability
between 25% and 95%?
false - answer✔customers prefer to be provided with few details about their products and
services
true - answer✔managers should reward employees that identify co - workers who deliver
excellent customer service
information - answer✔the five basic needs of customers are friendliness, empathy, fairness,
control, and ...
true - answer✔when customers receive poor service they tell upwards of 20 people
false - answer✔companies should hire outside consultants to obtain customer feedback
true - answer✔it is unlikely that a manager will find all of his/her desired personality traits in a
company role model
, ©BRIGHTSTARS EXAM SOLUTIONS
10/23/2024 11:19 PM
what is the correct process for answering a phone in a business? - answer✔1) pick up the phone;
2) greet the caller; 3) give your name; 4) ask how you can help
true - answer✔a study by brain & company suggests that 5% increase in customer loyalty can
improve profitability by any where from 25% to 95%
which of the following are ways you can take responsibility for a customer complaint? -
answer✔expressing sympathy and full under standing; behaving without aggression; not making
excuses for the problem
what are the steps involved in the customer problem solving process? - answer✔1) ask questions;
2) identifying the customer's needs; 3) explain what you can and cannot do; 4) discuss options;
5) take action; 6) check the results
91 - answer✔what is the percentage of probability that poor service will dissuade a customer
from ever returning to a company?
apologize - answer✔what is the third steps in renewing customer loyalty during a complaint?
which of the following are key steps to loyal customers? - answer✔act on what your customers
tell you; tell your customers what you expect; create easy ways for your customers to offer
feedback
call me back - answer✔which of the following phrases should never be said to a customer?
what are the steps for renewing loyalty during a complaint? - answer✔1) listen completely, 2) let
them vent, 3) apologize, 4) ask how you can make things right, 5) assure them you'll fix the
problem
calm down - answer✔I am sorry
no - answer✔what I can do is
that's not my fault - answer✔let' see what we can do about this
I don't know - answer✔I'll find out
true - answer✔the definition of basic customer service is providing a quality product or service
that satisfies the needs/wants of a customer and keeps them coming back
providing your customers with details - answer✔which of the following is a method of
maintaining a culture of excellent customer in an organization?
