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Customer Service/ 60 Quizzes with Definitive
Solutions/ Graded A+.
employees should never apologize on behalf of their company - Answer: false
developing a customer friendly approach; expanding your definition of service;
expanding your definition of service; identifying your customers - Answer: what
are the key elements of customer service?
initiative is the difference between adequate customer service and customer
service that wins customer loyalty - Answer: true
customers tend to internalize their experiences of customer service - Answer: true
Page 1 of 8
, the personality traits a manager seeks in a customer service role model defines
his/her customer service - Answer: standards
what is the percentage increase needed in customer loyalty to improve
profitability between 25% and 95%? - Answer: 5
customers prefer to be provided with few details about their products and
services - Answer: false
managers should reward employees that identify co - workers who deliver
excellent customer service - Answer: true
the five basic needs of customers are friendliness, empathy, fairness, control,
and ... - Answer: information
when customers receive poor service they tell upwards of 20 people - Answer:
true
companies should hire outside consultants to obtain customer feedback - Answer:
false
it is unlikely that a manager will find all of his/her desired personality traits in a
company role model - Answer: true
Page 2 of 8
Customer Service/ 60 Quizzes with Definitive
Solutions/ Graded A+.
employees should never apologize on behalf of their company - Answer: false
developing a customer friendly approach; expanding your definition of service;
expanding your definition of service; identifying your customers - Answer: what
are the key elements of customer service?
initiative is the difference between adequate customer service and customer
service that wins customer loyalty - Answer: true
customers tend to internalize their experiences of customer service - Answer: true
Page 1 of 8
, the personality traits a manager seeks in a customer service role model defines
his/her customer service - Answer: standards
what is the percentage increase needed in customer loyalty to improve
profitability between 25% and 95%? - Answer: 5
customers prefer to be provided with few details about their products and
services - Answer: false
managers should reward employees that identify co - workers who deliver
excellent customer service - Answer: true
the five basic needs of customers are friendliness, empathy, fairness, control,
and ... - Answer: information
when customers receive poor service they tell upwards of 20 people - Answer:
true
companies should hire outside consultants to obtain customer feedback - Answer:
false
it is unlikely that a manager will find all of his/her desired personality traits in a
company role model - Answer: true
Page 2 of 8
