Customer service for technicians conventional quiz 2023
with complete solution
Which of the following is true regarding a customer's image of a
company providing video, voice, and high-speed data services?
The image Is established within 15 seconds of meeting the installer or
service technician.
Which of the following associations established quantitative customer
service standards for the following areas: 1) installations, 2) outages, 3)
and service calls?
NCTA - The Internet & Television Association.
Which organization revealed the following two of the eight quality
customer service benefits: 1) improved perceived value of cable services
and 2) minimized threat of competition?
The Cable and Telecommunications Association for Marketing.
The Cable and Telecommunications Association for Marketing (CTAM)
research revealed that quality customer service offers eight benefits.
Which of the following is one of the benefits?
Minimized threat of competition
According to The NCTA - The Internet and Television Association
standards, under normal conditions, cable operators must meet four
standards 95% of the time. Which of the following are one of the four
standards?
Perform standard installations within seven business days after an order
is placed. (Standard installations are up to 125 feet from the existing
distribution system.)
Studies have generally demonstrated the following if a customer is
unhappy with service, which of the following can occur?
Nine out of 10 customers who are treated rudely on the phone will never
do business with the company again.
Which of the following is an example of an internal customer?
Sales teams
What should you do if furniture or customer equipment is severely
damaged during a service call?
Call your supervisor right away and remain on the premises until a
company representative arrives.
What is the best way to handle a customer who makes improper
advances?
Say to the customer, "Excuse me, I need to go back to the office," then
leave.
If If highly technical questions are asked during a service call that you
don't understand, what is the best response?
Respond to the customer by saying, "I'm sorry, but I only service the
customer drop. There are many other aspects of the technology that h
don't understand."
, A language gap can exist in communicating with a customer when
A technician uses jargon that is common to the industry
A good strategy to communicating effectively at the customer premises
is to
Regularly check for personal understanding of the messages you receive
from the customer.
What is an effective way to demonstrate empathy when dealing with
difficult customers?
Restate the customer's statement to indicate your understanding of the
problem and your resolve to fix it.
What statement helps acknowledge a customer's concerns and shows
empathy for their situation?
"I understand how concerned you are about this, and that we need to fix
the problem so you don't miss your favorite show.
Listening is distinguished from hearing in that listening
Is an active process of fixing your attention on the person speaking or
the sound(s) you hear for clues to resolution.
What is one obstacle to effective listening?
Becoming defensive, nervous, or frustrated with a customer.
What is one way to become a better listener?
Give the customer time to explain the situation, rather than thinking
about making your own points to the customer.
What is one way to exhibit a professional voice quality when dealing with
customers?
Speak clearly and audibly.
What is a communication problem that causes a customer to feel like
she or he is a "bother"?
The quality of your voice sounds rushed or busy.
How do you convey enthusiasm in your voice and sound "fresh" to each
customer?
View each service call as an opportunity to demonstrate your
professionalism and think of each customer as a person you respect.
"Stop, look and
." is a technique that helps you identify critical issues
and details about a customer's problem.
Listen,
What does the "P" in the "PREFER" technique stand for?
Preparing yourself mentally.
What does the
"F" in the "PREFER" technique stand for?
Focusing on what can be done
What percentage of customers will do business with your company if
you resolve a complaint on the spot?
95%
Many times the behaviors of irate customers are not just about the
issues they have with the company, but also with which of the following?
with complete solution
Which of the following is true regarding a customer's image of a
company providing video, voice, and high-speed data services?
The image Is established within 15 seconds of meeting the installer or
service technician.
Which of the following associations established quantitative customer
service standards for the following areas: 1) installations, 2) outages, 3)
and service calls?
NCTA - The Internet & Television Association.
Which organization revealed the following two of the eight quality
customer service benefits: 1) improved perceived value of cable services
and 2) minimized threat of competition?
The Cable and Telecommunications Association for Marketing.
The Cable and Telecommunications Association for Marketing (CTAM)
research revealed that quality customer service offers eight benefits.
Which of the following is one of the benefits?
Minimized threat of competition
According to The NCTA - The Internet and Television Association
standards, under normal conditions, cable operators must meet four
standards 95% of the time. Which of the following are one of the four
standards?
Perform standard installations within seven business days after an order
is placed. (Standard installations are up to 125 feet from the existing
distribution system.)
Studies have generally demonstrated the following if a customer is
unhappy with service, which of the following can occur?
Nine out of 10 customers who are treated rudely on the phone will never
do business with the company again.
Which of the following is an example of an internal customer?
Sales teams
What should you do if furniture or customer equipment is severely
damaged during a service call?
Call your supervisor right away and remain on the premises until a
company representative arrives.
What is the best way to handle a customer who makes improper
advances?
Say to the customer, "Excuse me, I need to go back to the office," then
leave.
If If highly technical questions are asked during a service call that you
don't understand, what is the best response?
Respond to the customer by saying, "I'm sorry, but I only service the
customer drop. There are many other aspects of the technology that h
don't understand."
, A language gap can exist in communicating with a customer when
A technician uses jargon that is common to the industry
A good strategy to communicating effectively at the customer premises
is to
Regularly check for personal understanding of the messages you receive
from the customer.
What is an effective way to demonstrate empathy when dealing with
difficult customers?
Restate the customer's statement to indicate your understanding of the
problem and your resolve to fix it.
What statement helps acknowledge a customer's concerns and shows
empathy for their situation?
"I understand how concerned you are about this, and that we need to fix
the problem so you don't miss your favorite show.
Listening is distinguished from hearing in that listening
Is an active process of fixing your attention on the person speaking or
the sound(s) you hear for clues to resolution.
What is one obstacle to effective listening?
Becoming defensive, nervous, or frustrated with a customer.
What is one way to become a better listener?
Give the customer time to explain the situation, rather than thinking
about making your own points to the customer.
What is one way to exhibit a professional voice quality when dealing with
customers?
Speak clearly and audibly.
What is a communication problem that causes a customer to feel like
she or he is a "bother"?
The quality of your voice sounds rushed or busy.
How do you convey enthusiasm in your voice and sound "fresh" to each
customer?
View each service call as an opportunity to demonstrate your
professionalism and think of each customer as a person you respect.
"Stop, look and
." is a technique that helps you identify critical issues
and details about a customer's problem.
Listen,
What does the "P" in the "PREFER" technique stand for?
Preparing yourself mentally.
What does the
"F" in the "PREFER" technique stand for?
Focusing on what can be done
What percentage of customers will do business with your company if
you resolve a complaint on the spot?
95%
Many times the behaviors of irate customers are not just about the
issues they have with the company, but also with which of the following?
