customer service-Exam Prep Questions with
Verified Correct Answers | Guaranteed A+
what is the correct process for answering a phone in a business? - ✔✔1) pick up the
phone; 2) greet the caller; 3) give your name; 4) ask how you can help
true - ✔✔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? -
✔✔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? - ✔✔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 - ✔✔what is the percentage of probability that poor service will dissuade a
customer from ever returning to a company?
apologize - ✔✔what is the third steps in renewing customer loyalty during a
complaint?
which of the following are key steps to loyal customers? - ✔✔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 - ✔✔which of the following phrases should never be said to a customer?
, what are the steps for renewing loyalty during a complaint? - ✔✔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 - ✔✔I am sorry
no - ✔✔what I can do is
that's not my fault - ✔✔let' see what we can do about this
I don't know - ✔✔I'll find out
true - ✔✔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 - ✔✔which of the following is a method of
maintaining a culture of excellent customer in an organization?
eye contact; smiling; tone of voice - ✔✔which of the following interpersonal actions
in customer service?
want - ✔✔a brand promise is the overlap between what a company doest best and
what customers ...
policies, people, procedures - ✔✔which of the following are some of the five p's of
customer service?
Verified Correct Answers | Guaranteed A+
what is the correct process for answering a phone in a business? - ✔✔1) pick up the
phone; 2) greet the caller; 3) give your name; 4) ask how you can help
true - ✔✔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? -
✔✔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? - ✔✔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 - ✔✔what is the percentage of probability that poor service will dissuade a
customer from ever returning to a company?
apologize - ✔✔what is the third steps in renewing customer loyalty during a
complaint?
which of the following are key steps to loyal customers? - ✔✔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 - ✔✔which of the following phrases should never be said to a customer?
, what are the steps for renewing loyalty during a complaint? - ✔✔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 - ✔✔I am sorry
no - ✔✔what I can do is
that's not my fault - ✔✔let' see what we can do about this
I don't know - ✔✔I'll find out
true - ✔✔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 - ✔✔which of the following is a method of
maintaining a culture of excellent customer in an organization?
eye contact; smiling; tone of voice - ✔✔which of the following interpersonal actions
in customer service?
want - ✔✔a brand promise is the overlap between what a company doest best and
what customers ...
policies, people, procedures - ✔✔which of the following are some of the five p's of
customer service?
