Customer Service 50 Questions and Answers
1. A term applied to an ongoing trend of information, knowledge and resource sharing around the
world is:: Globalization
2. Those who actively seek out, research and buy, rent or lease products or services offered by a
business are its:: External customers or clients
3. Employees of other departments or branches, coworkers and other people who work within the
same organization are:: Internal customers
4. The customer service environment is made up of six components of which customer,
organizational culture, human resources, products/deliverables and delivery systems comprise five.
The sixth component is:: Service
5. A concept in which employees can act without asking first for management intervention to resolve
a customer issue is called:: Service recovery
6. The word used to describe the giving of decision-making and problem-solv- ing authority to lower-
level employees is:: Empowerment
7. The best way to create a service culture is to:: organization in planning and
8. RUMBA includes all of the following characteristics, except:: Unreliable and understandable
9. The mechanism or strategies used by an organization to provide service to customers is known
as:: Service delivery systems
10.The direction or vision of an organization that supports day-to-day inter- action with customers
is the:: Service philosophy or mission
11.A practice of a message receiver giving back in his or her own word what he or she believes a
sender said.: Paraphrasing
12.The silent bond built between two people as a result of sharing common interests is called::
Rapport
13.To deliver quality service effectively, you must:: Deal with the human being first
14.The Interpersonal Communication Model contains the environment, the sender, the receiver,
message, channel and:: The methods to encode and de- code, as well as the feedback, filters
and noise
15.Projecting a presence that is assured, confident and capable without appearing aggressive or
arrogant is known as your level of:: Assertiveness
16.Groupings of nonverbal behavior to indicate possible positive or negative intent are called::
Clusters of nonverbal behavior
17.If service is going to be delayed or take longer than planned:: Notify the customer
18.Nonverbal communication cues that send powerful messages through gestures, vocal qualities,
manner of dress and grooming are known as:: Body language
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1. A term applied to an ongoing trend of information, knowledge and resource sharing around the
world is:: Globalization
2. Those who actively seek out, research and buy, rent or lease products or services offered by a
business are its:: External customers or clients
3. Employees of other departments or branches, coworkers and other people who work within the
same organization are:: Internal customers
4. The customer service environment is made up of six components of which customer,
organizational culture, human resources, products/deliverables and delivery systems comprise five.
The sixth component is:: Service
5. A concept in which employees can act without asking first for management intervention to resolve
a customer issue is called:: Service recovery
6. The word used to describe the giving of decision-making and problem-solv- ing authority to lower-
level employees is:: Empowerment
7. The best way to create a service culture is to:: organization in planning and
8. RUMBA includes all of the following characteristics, except:: Unreliable and understandable
9. The mechanism or strategies used by an organization to provide service to customers is known
as:: Service delivery systems
10.The direction or vision of an organization that supports day-to-day inter- action with customers
is the:: Service philosophy or mission
11.A practice of a message receiver giving back in his or her own word what he or she believes a
sender said.: Paraphrasing
12.The silent bond built between two people as a result of sharing common interests is called::
Rapport
13.To deliver quality service effectively, you must:: Deal with the human being first
14.The Interpersonal Communication Model contains the environment, the sender, the receiver,
message, channel and:: The methods to encode and de- code, as well as the feedback, filters
and noise
15.Projecting a presence that is assured, confident and capable without appearing aggressive or
arrogant is known as your level of:: Assertiveness
16.Groupings of nonverbal behavior to indicate possible positive or negative intent are called::
Clusters of nonverbal behavior
17.If service is going to be delayed or take longer than planned:: Notify the customer
18.Nonverbal communication cues that send powerful messages through gestures, vocal qualities,
manner of dress and grooming are known as:: Body language
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