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Customer Service 1 - Customer Service
Foundations / Become a Customer Service
Specialist / LinkedIn Learning Pathway /
Questions & Certified Answers.
What is NOT a common name for an external customer? - Answer: contractor
Contractors are more often viewed as internal customers, not external customers,
even though they don't work for your company.
A personal customer service vision should focus on _____. - Answer: how your
customers feel about the service you provide
The way a customer feels is critical to their perception of the service you provide.
Page 1 of 8
, If you work in accounting, who would be considered your customer? - Answer:
anyone you serve
A customer is anyone you serve. This could be someone outside your company or
an internal employee.
What is the best universal definition of Outstanding Customer Service? - Answer:
service that exceeds your customer's expectations
Service that meets expectations is not very memorable, so you need to exceed
expectations to make an impression.
People go above and beyond because _____. - Answer: they get something out of
it
Many customer service professionals find it personally rewarding to go the extra
mile.
Your tone of voice can sound more positive when you add _____. - Answer:
dynamics such as a slightly higher pitch and volume
Changing your voice dynamics can make you sound friendlier.
Why is rapport an essential customer service skill? - Answer: Rapport helps break
down barriers between you and your customer.
Rapport can make customers feel more comfortable working with you.
How do you use the 10 and 5 technique to greet customers? - Answer: Use a non-
verbal greeting at 10 feet and a verbal greeting at 5 feet.
Page 2 of 8
Customer Service 1 - Customer Service
Foundations / Become a Customer Service
Specialist / LinkedIn Learning Pathway /
Questions & Certified Answers.
What is NOT a common name for an external customer? - Answer: contractor
Contractors are more often viewed as internal customers, not external customers,
even though they don't work for your company.
A personal customer service vision should focus on _____. - Answer: how your
customers feel about the service you provide
The way a customer feels is critical to their perception of the service you provide.
Page 1 of 8
, If you work in accounting, who would be considered your customer? - Answer:
anyone you serve
A customer is anyone you serve. This could be someone outside your company or
an internal employee.
What is the best universal definition of Outstanding Customer Service? - Answer:
service that exceeds your customer's expectations
Service that meets expectations is not very memorable, so you need to exceed
expectations to make an impression.
People go above and beyond because _____. - Answer: they get something out of
it
Many customer service professionals find it personally rewarding to go the extra
mile.
Your tone of voice can sound more positive when you add _____. - Answer:
dynamics such as a slightly higher pitch and volume
Changing your voice dynamics can make you sound friendlier.
Why is rapport an essential customer service skill? - Answer: Rapport helps break
down barriers between you and your customer.
Rapport can make customers feel more comfortable working with you.
How do you use the 10 and 5 technique to greet customers? - Answer: Use a non-
verbal greeting at 10 feet and a verbal greeting at 5 feet.
Page 2 of 8
