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Customer Service Exam/ 259 Questions with
Certified Solution.
What is the purpose of customer service? - Answer: Customer service's purpose is
to allow a business (company) to grow, prosper and become more successful
Why is customer service challenging? - Answer: 1. its breadth of scope
2. its complexity
3. its multitude of both quantifiable and qualitative characteristics
What is a clinical/transactional definition of customer service?
What is a more expansive definition?
Page 1 of 84
,What does the expansive definition afford? - Answer: More clinical and
transactional-based definition
- The assistance and advice provided by a company (individual) to those people
(customers) who buy or use its products/services
More expansive definition
- A series of activities designed to enhance the level of customer satisfaction- that
is, that a product/service has met the customers' expectations
- Allows us to better understand customer service as:
1. a process
2. about customer expectations
3. about customer satisfaction
How is a customer satisfied? - Answer: Satisfied customer is one whose
expectations you have not only met, but ideally, exceeded
- the larger the margin by which they have been exceeded, the more satisfied the
customer
What is the formula for customer service? - Answer: customer service =
performance - expectation
Why do we need satisfied customers? - Answer: 1. Experience less hassle -> the
likelihood of expending less time and resources dealing with them
Page 2 of 84
,2. Have a greater likelihood of both positive word-of-mouth (and hence referrals) -
> they are more likely to be a repeat purchaser sometime in the future
Why do we need good customer service? - Answer: it is important to have a good
customer service in order to have good and satisfied customers
What is an expectation? - Answer: strong belief that something will happen or be
the case in the future; a belief that someone will (or should) achieve something
- Aka assumption or presumption
How are expectations set? - Answer: It is critical that you set the expectations, not
the homeowners
tips:
1. Be honest in your marketing - create fair and reasonable expectations
2. Eliminate unpleasant surprises - be up front and do not hide behind the fine
print
3. Proactively educate your customers
4. Apologize when a mistake is made, and make amends
What are the values that homeowners want? - Answer: 1. Functionality: qualities
of your product/service
2. Emotionality: how you product/service makes the customer feel
Page 3 of 84
, 3. Influence: how you product/service impacts/affects the life of the customer
4. Social impact: how your product/service impacts/affects the life of others
What are customer behaviours? - Answer: activities of customers as they interact
with a business before, during, and after their purchase of the product
- Focus on how these behaviours are affected by emotions, attitudes, and
preferences
What are some customer behaviours? - Answer: 1. Motivation (needs and wants)
2. Perceptions (quality, reputation, value, and risk)
3. Purchase decision process
4. Their sensitivity to price
5. Customer loyalty
6. How they evaluate the product post-purchase
Page 4 of 84
Customer Service Exam/ 259 Questions with
Certified Solution.
What is the purpose of customer service? - Answer: Customer service's purpose is
to allow a business (company) to grow, prosper and become more successful
Why is customer service challenging? - Answer: 1. its breadth of scope
2. its complexity
3. its multitude of both quantifiable and qualitative characteristics
What is a clinical/transactional definition of customer service?
What is a more expansive definition?
Page 1 of 84
,What does the expansive definition afford? - Answer: More clinical and
transactional-based definition
- The assistance and advice provided by a company (individual) to those people
(customers) who buy or use its products/services
More expansive definition
- A series of activities designed to enhance the level of customer satisfaction- that
is, that a product/service has met the customers' expectations
- Allows us to better understand customer service as:
1. a process
2. about customer expectations
3. about customer satisfaction
How is a customer satisfied? - Answer: Satisfied customer is one whose
expectations you have not only met, but ideally, exceeded
- the larger the margin by which they have been exceeded, the more satisfied the
customer
What is the formula for customer service? - Answer: customer service =
performance - expectation
Why do we need satisfied customers? - Answer: 1. Experience less hassle -> the
likelihood of expending less time and resources dealing with them
Page 2 of 84
,2. Have a greater likelihood of both positive word-of-mouth (and hence referrals) -
> they are more likely to be a repeat purchaser sometime in the future
Why do we need good customer service? - Answer: it is important to have a good
customer service in order to have good and satisfied customers
What is an expectation? - Answer: strong belief that something will happen or be
the case in the future; a belief that someone will (or should) achieve something
- Aka assumption or presumption
How are expectations set? - Answer: It is critical that you set the expectations, not
the homeowners
tips:
1. Be honest in your marketing - create fair and reasonable expectations
2. Eliminate unpleasant surprises - be up front and do not hide behind the fine
3. Proactively educate your customers
4. Apologize when a mistake is made, and make amends
What are the values that homeowners want? - Answer: 1. Functionality: qualities
of your product/service
2. Emotionality: how you product/service makes the customer feel
Page 3 of 84
, 3. Influence: how you product/service impacts/affects the life of the customer
4. Social impact: how your product/service impacts/affects the life of others
What are customer behaviours? - Answer: activities of customers as they interact
with a business before, during, and after their purchase of the product
- Focus on how these behaviours are affected by emotions, attitudes, and
preferences
What are some customer behaviours? - Answer: 1. Motivation (needs and wants)
2. Perceptions (quality, reputation, value, and risk)
3. Purchase decision process
4. Their sensitivity to price
5. Customer loyalty
6. How they evaluate the product post-purchase
Page 4 of 84
