Customer Service Test All Possible Questions and Answers
2023
Online merchant Zappos.com has a very sophisticated system that measures the speed
of call handling in an effort to make each customer call as brief as possible
False
In a broad sense, a customer can be described as anyone with whom we exchange
value
True
The appearance of a store, shop, or office conveys nonverbal messages to customers
True
Rewarding employees for doing some behaviors may be counterproductive if not
consistent with good service
True
Listening only for the facts is a good strategy when dealing with customers problems
False
While listening capacity can clearly be hampered by too much information, it can also
behurt by too
True
Do not answer a call too quickly as this will be perceived as being over-eager
False
People answering phones project the voice and image of the whole organization
True
Customers ate coming to expect more personalized self- service solutions available
online
True
The Net-savvy customer expects personalization and even the opportunity to participate
with the company- the ability to choose options and also suggest additional ones
True
Required log-in for online customers may be regarded as turnoff
True
Companies that build "trustability" often find themselves giving away too much product,
thus hurtting profitability
False
A typical company can expect to lose 10 to 30 percent of its customers each year
because it turned them off
True
Employees (internal customers) are more mobile and job-changing is more
commonplace than a generation ago
True
Most people need to work on not being offended by feedback
True
We should avoid challenging cutomers complaints, instead taking a "let's fix this"
attitude
True
, After dealing with a difficult customer, put it out of your mind immediately
False
High-stress customer contact employees such as card dealers in casinos need
frequents breaks
True
"Preception of values" is a customer's sense of product or service's quality relative to
cost
True
"Goodness of fit" is one way to exceed customer expectstions through greater
personalization
True
Domino's pizza tracker keeps customers informed about their orderin real time
True
When choosing customer communication media, companies should typically focus on
efficiency
False
Companies that overpromise a speedy response and then almost make the deadline
will keep their customers loyalty
Flase
Studies show the convenience of shopping cart can be a "secret weapon" to getting
customers to muy more-even in stores that normally do not use carts
True
Constantly organizing and improving systems is a major service leadership
responsibility
True
When trying to influence people to change behaviors it is best to offer a tangible reward
each time they avoid the unproductive behavior you seek to change
False
An Órale Corporation study concludes that ultimately there are only two things that can
give a company long-term, sustainable advantage in the marketplace:
A company's culture and the relationships it fosters with customers
Customers loyalty manifests itself in key customers behaviors including:
-repeat buying
-resistance to switch to a competitor
- willingness to recommend the company to others
In the example in the text, a dissatisfied customer at Happy Jack's store could cost the
store how much in revenues and other lost customers over a ten-year period?
$442,000 in lost revenue and 17 lost customers
The Gallup polling organization describes customer (blank) as a critical variable in
building loyalty
Engagement
E-commerce has affected customer service by
Making spreading the word about services experiences easier then ever
Customer loyalty is sometimes mistaken for:
2023
Online merchant Zappos.com has a very sophisticated system that measures the speed
of call handling in an effort to make each customer call as brief as possible
False
In a broad sense, a customer can be described as anyone with whom we exchange
value
True
The appearance of a store, shop, or office conveys nonverbal messages to customers
True
Rewarding employees for doing some behaviors may be counterproductive if not
consistent with good service
True
Listening only for the facts is a good strategy when dealing with customers problems
False
While listening capacity can clearly be hampered by too much information, it can also
behurt by too
True
Do not answer a call too quickly as this will be perceived as being over-eager
False
People answering phones project the voice and image of the whole organization
True
Customers ate coming to expect more personalized self- service solutions available
online
True
The Net-savvy customer expects personalization and even the opportunity to participate
with the company- the ability to choose options and also suggest additional ones
True
Required log-in for online customers may be regarded as turnoff
True
Companies that build "trustability" often find themselves giving away too much product,
thus hurtting profitability
False
A typical company can expect to lose 10 to 30 percent of its customers each year
because it turned them off
True
Employees (internal customers) are more mobile and job-changing is more
commonplace than a generation ago
True
Most people need to work on not being offended by feedback
True
We should avoid challenging cutomers complaints, instead taking a "let's fix this"
attitude
True
, After dealing with a difficult customer, put it out of your mind immediately
False
High-stress customer contact employees such as card dealers in casinos need
frequents breaks
True
"Preception of values" is a customer's sense of product or service's quality relative to
cost
True
"Goodness of fit" is one way to exceed customer expectstions through greater
personalization
True
Domino's pizza tracker keeps customers informed about their orderin real time
True
When choosing customer communication media, companies should typically focus on
efficiency
False
Companies that overpromise a speedy response and then almost make the deadline
will keep their customers loyalty
Flase
Studies show the convenience of shopping cart can be a "secret weapon" to getting
customers to muy more-even in stores that normally do not use carts
True
Constantly organizing and improving systems is a major service leadership
responsibility
True
When trying to influence people to change behaviors it is best to offer a tangible reward
each time they avoid the unproductive behavior you seek to change
False
An Órale Corporation study concludes that ultimately there are only two things that can
give a company long-term, sustainable advantage in the marketplace:
A company's culture and the relationships it fosters with customers
Customers loyalty manifests itself in key customers behaviors including:
-repeat buying
-resistance to switch to a competitor
- willingness to recommend the company to others
In the example in the text, a dissatisfied customer at Happy Jack's store could cost the
store how much in revenues and other lost customers over a ten-year period?
$442,000 in lost revenue and 17 lost customers
The Gallup polling organization describes customer (blank) as a critical variable in
building loyalty
Engagement
E-commerce has affected customer service by
Making spreading the word about services experiences easier then ever
Customer loyalty is sometimes mistaken for:
