Customer Service Final Exam Study Guide Rated A+

Customer Service Final Exam Study Guide Rated A+ A satisfied customer is a customer who enjoys the services and/or products that the organization provides 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 true Role playing with a customer service representative is not a way to analyze how the CSR will interact with customers in the future false It is important for customer service representative to remember that each customer is an individual true Practicing customer service skills is essential for a CSR to enhance how well he or she may react to future customers true Empowering CSRs is the same as monitoring their performance true Motivating customer service representatives is the same as encouraging their performance true When employers inhibit a CSR from utilizing their talents and skills, this is the same as not allowing CSRs to advance in their career true Address customer service problems immediately is better than allowing the problems true Demonstrating teamwork amongst customer service representative is the same as delegating to customer service reprenstative false The best way to resolve conflicts is communication and having an open mind true Listening to each other when having a conflict is a positive way to understand where the misunderstanding may be in the communication true Basic communication is when the receiver sends information to the sender false A channel, when communicating, can be any device or object to relay the information to another person true When communicating, it is easier to communicate when both parties do not have shared understanding false The aggressive communication style is a style where a person has an open minded, bitter, negative, and does not appreciate others false The aggressive communication style can be verbal/nonverbal it depends on the person true A customer that yells "don't ask me WHY JUST DO IT" has a passive communication style 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 true The assertive communication style is an action oriented, open minded, and positive style that customers as well as customer service representative can use true Telling a customer "please calm down" is the best way to relax an irate customer false Using positive body language is very important when approaching a customer no matter if he or she is aggressive, passive or assertive true It is important to remember that customer service skills are needed whenever dealing with people not just in the retail industry true Appreciating knowledge received from an individual is one of the biggest advances a person can take when working in customer service true It's not what you say, but how you say it is Ms. Toomer's favorite quote when handling others true 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 true Selective listening is hearing only what you want to hear-sorting out what's not important or of no interest to you true Inactive listening means to listen with your whole mind and body not just your ears false Listening is hard work because of many distractions or communication barriers true Being a patient listener is being an open minded listener true A daydreamer is a level one listener with an open mind and shows empathy false Non-verbal feedback or body language helps the send to relay all of the information true A level two listener is a listener who tunes in on the words, not fully understanding the meaning of the communication true There are only four levels of listening with communication false A person's voice tone and body language can be different depending on the generation he or she is born in true Is the process of satisfying the customer relative to a product and/or service in whatever way the customer defines his or her need, and having that service delivered with efficiency, compassion, and sensitivity customer service CRS is the acronym of customer service representative Explains who the customer are by demographics and what they want in terms of services customer profile Are customers who are on the outside of the organization that utilizes the products and/or services of your company external customers Are customers who are on the inside of your organization as employees, but still can use the products and/or services of your organization internal customers When a customer walks into an organization, he or she should fell acknowledged with sincerity. The need is considered the need to feel welcome The number one social media network that affects customers today and their respect opinions is facebook Which customer needs is used when a customer appreciates the respect received from a representative of company and communication between both parties clear the need to be understood When a customer googles for a company website and enter their personal information on the contact page for someone to communicate with them in the future, this is called contact point by website When a customer notices that some customers are receiving better treatment than he or she is receiving this is going against which customer need the need for fair treatment Successful customer service involves distinct, critical components that when merged together produce a cohesive efficient whole true Excellent customer service can mean different values to a diverse group of people true A representative of an organization must adjust his or herself to provide adequate customer service to meet the needs of the individual customer true The quality of service is more important and essential for any customer than the quantity of service true A customer profile is not necessary when understanding who your customers are and why your customers need your product and/or service false When a customer has control of the transaction, he or she has control over you personally and how you are as a person false Is a pattern of collective character, behaviors, emotions and mentality a person portraits to others personality The easiest generation that a customer representative can work with is generation x Is the personality for being positive with systematic, well organized information to buy what he or she needs analytical Is the personality known for being positive or negative that values results and save time with control driver This generation was born between () baby boomers When a customer approaches you as the customer service representative, it is important to smile at the customer with a friendly tone and ask how may I help you The generation that question authority, orients themselves with goals and objectives, and flexible with diversity is generation y What is the least amount of distance two people should stay away from each other in order for comfort 3 feet When a customer service representative approaches a customer professionally and concludes the transactions with a "thank you" and a smile, this can cause a positive customer perception Which customer turnoff happens the most and affect organizations the most with their revenue and sales people turnoff Positive internal resources that can help and assist an organization to retain customers are called strengths Positive external resources that can help an organization to grow and gain more potential customers are called opportunist An organization's competitors and any outside hindrance can be____________________in regarding threats This customer always allows complaints and problems to build up instead of voicing how he or she feels the accumulator This customer thinks and contemplate to themselves that the company or retailer should already know what positive or negative about the service and/or products the thinker This customer hurries and take up too much time and energy claiming he or she does not have time for find a better way for service and/or product busy bee What is the main reason why customers get angry and irate and voice their opinion about service and/or products all of the above The one thing a customer service representative should NOT say to a customer is please calm down A satisfied customer is a customer who enjoys the services and/or products that the organization provides true A vocal customer who speaks their thoughts regarding customer service and/or products is a negative customer false When one customer is rude, the customer service representative should treat the following customers rudely false It is important for customer service representative to remember that each customer is an individual true it is better for a customer service representative to give service to Busy Bee customer than a Runner customer false