CUSTOMER SERVICE TEST PAPER 2026/2027 QUESTIONS
AND SOLUTIONS RATED A+
✔✔In addition to ongoing feedback processes, companies should consider: - ✔✔Focus
groups, explorer groups, mystery shoppers.
✔✔Industrial intimacy: - ✔✔Comes from better understanding of specific customer
needs and wants.
✔✔The story of USAA insurance companies refund of premiums for military personnel
in the gulf war illustrates that: - ✔✔USAA makes significant profit through rigid cost
controls.
✔✔Required login for online customers may be regarded as a turn off - ✔✔True
✔✔Two major steps we should take to act on customer complaints include -
✔✔Empathizing by feeling the customer's pain.
✔✔A self-centered orientation toward listening means that - ✔✔You may not listen to
what another person is saying, but rather to how the person's views affect your position.
✔✔The following are human relations principles that convey appropriate tone to
customers: - ✔✔Express ideas and ways that convey "what's in it for me"to customers
✔✔Regarding responding quickly to customers with e-service - ✔✔Waiting more than a
few seconds for a screen to refresh is unacceptable to most customers.
✔✔ A behavior that can impact customer service includes - ✔✔Greeting customers
promptly
✔✔A self centered orientation toward listening means that - ✔✔We may not listen to
what another person is saying but rather to help the person's views affect our position
✔✔The McDonald's story in this chapter is presented to - ✔✔Illustrate the importance of
having consistent systems
✔✔Regarding company interactivity with customers - ✔✔Companies should look for
every conceivable opportunity to interact
✔✔When handling a very upset caller - ✔✔Invite them to suggest a solution to the
problem
✔✔The letter E in the acronym LIFE stands for - ✔✔Enhancement
AND SOLUTIONS RATED A+
✔✔In addition to ongoing feedback processes, companies should consider: - ✔✔Focus
groups, explorer groups, mystery shoppers.
✔✔Industrial intimacy: - ✔✔Comes from better understanding of specific customer
needs and wants.
✔✔The story of USAA insurance companies refund of premiums for military personnel
in the gulf war illustrates that: - ✔✔USAA makes significant profit through rigid cost
controls.
✔✔Required login for online customers may be regarded as a turn off - ✔✔True
✔✔Two major steps we should take to act on customer complaints include -
✔✔Empathizing by feeling the customer's pain.
✔✔A self-centered orientation toward listening means that - ✔✔You may not listen to
what another person is saying, but rather to how the person's views affect your position.
✔✔The following are human relations principles that convey appropriate tone to
customers: - ✔✔Express ideas and ways that convey "what's in it for me"to customers
✔✔Regarding responding quickly to customers with e-service - ✔✔Waiting more than a
few seconds for a screen to refresh is unacceptable to most customers.
✔✔ A behavior that can impact customer service includes - ✔✔Greeting customers
promptly
✔✔A self centered orientation toward listening means that - ✔✔We may not listen to
what another person is saying but rather to help the person's views affect our position
✔✔The McDonald's story in this chapter is presented to - ✔✔Illustrate the importance of
having consistent systems
✔✔Regarding company interactivity with customers - ✔✔Companies should look for
every conceivable opportunity to interact
✔✔When handling a very upset caller - ✔✔Invite them to suggest a solution to the
problem
✔✔The letter E in the acronym LIFE stands for - ✔✔Enhancement
