Zendesk CS Professional Certificate UPDATED ACTUAL Questions and
CORRECT Answers
- Customer service is part of the overall customer experi-
What exactly is customer service? ence.
- Customer service is helping people.
Customer experience is the sum of all the interactions that
a customer has with an organization over the life of the re-
Is there a difference between customer service and cus-
lationship with that company, and especially the feelings,
tomer experience?
emotions and perceptions the customer has about those
interactions.
Outstanding customer service occurs when you find a
way to help your customer have a great experience. By
What makes customer service outstanding? understanding customers unique needs, you can deliver
outstanding service and help them have a great experi-
ence.
Every customer has different needs, attitudes, and prefer-
Every customer is different.
ences.
External customers are customers, clients, or guests who
CS professionals serve different groups of customers. buy your organization's products or services. Treat every-
one like a customer.
Internal customers are coworkers, contractors, and even
vendors who provide essential supplies and services.
Internal customers
Working well with the internal teams helps to ensure the
ultimate customers have the best possible experience.
People go above and beyond because they get something
Why does an individual employee give extra effort to pro-
out of it, even if it's just the satisfaction of knowing they
vide their customers with outstanding customer service?
made a difference in someone's life.
Burnout is physical, emotional, or mental exhaustion ac-
What is burnout? companied by decreased motivation, lowered perfor-
, mance, and negative attitudes towards oneself and
others.
CORRECT Answers
- Customer service is part of the overall customer experi-
What exactly is customer service? ence.
- Customer service is helping people.
Customer experience is the sum of all the interactions that
a customer has with an organization over the life of the re-
Is there a difference between customer service and cus-
lationship with that company, and especially the feelings,
tomer experience?
emotions and perceptions the customer has about those
interactions.
Outstanding customer service occurs when you find a
way to help your customer have a great experience. By
What makes customer service outstanding? understanding customers unique needs, you can deliver
outstanding service and help them have a great experi-
ence.
Every customer has different needs, attitudes, and prefer-
Every customer is different.
ences.
External customers are customers, clients, or guests who
CS professionals serve different groups of customers. buy your organization's products or services. Treat every-
one like a customer.
Internal customers are coworkers, contractors, and even
vendors who provide essential supplies and services.
Internal customers
Working well with the internal teams helps to ensure the
ultimate customers have the best possible experience.
People go above and beyond because they get something
Why does an individual employee give extra effort to pro-
out of it, even if it's just the satisfaction of knowing they
vide their customers with outstanding customer service?
made a difference in someone's life.
Burnout is physical, emotional, or mental exhaustion ac-
What is burnout? companied by decreased motivation, lowered perfor-
, mance, and negative attitudes towards oneself and
others.
