CUSTOMER SERVICE CH 8 QUESTIONS
WITH COMPLETE SOLUTIONS.
service standards - ANSWER: well-written _______ _______ must be stated in
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numbers and be measurable, such as in the statement, "ninety-eight percent of
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online customer inquiries will be answered live within five minutes of their receipt."
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certification - ANSWER: an effective way for a CSR to demonstrate commitment to
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professional development is to obtain a ___________.
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train
empower
reward - ANSWER: customer service employees know they are valued and
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appreciated when companies ________, _________, and __________ them.
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role-playing - ANSWER: an effective training method in which CSRs improvise
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realistic customer service scenarios is called __________ __________.
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conflict-resolution - ANSWER: _______ _______ consists of a nine-step process.
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quality BB
quantity - ANSWER: standards tell workers what is expected of them in both the
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__________ and ________ of their work.
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managers - ANSWER: some of the best __________ in an organization are
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promoted up through the ranks.
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monitor
motivate - ANSWER: valuable leaders of customer service departments are usually
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well-organized and know how to ____________ and _____________ employees.
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success
problems - ANSWER: managers effectively develop people by rewarding
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___________ and addressing ________ promptly.
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trust - ANSWER: managers build ________ by keeping people informed of change,
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demonstrating flexibility and interest in the personal situations of employees, sharing
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information about the organization, defining boundaries, and providing reasonable
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expectations for all workers.
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tone
WITH COMPLETE SOLUTIONS.
service standards - ANSWER: well-written _______ _______ must be stated in
BB BB BB BB BB BB BB BB BB BB
numbers and be measurable, such as in the statement, "ninety-eight percent of
BB BB BB BB BB BB BB BB BB BB BB BB
online customer inquiries will be answered live within five minutes of their receipt."
BB BB BB BB BB BB BB BB BB BB BB BB BB
certification - ANSWER: an effective way for a CSR to demonstrate commitment to
BB BB BB BB BB BB BB BB BB BB BB BB
professional development is to obtain a ___________.
BB BB BB BB BB BB BB
train
empower
reward - ANSWER: customer service employees know they are valued and
BB BB BB BB BB BB BB BB BB BB
appreciated when companies ________, _________, and __________ them.
BB BB BB BB BB BB BB BB
role-playing - ANSWER: an effective training method in which CSRs improvise
BB BB BB BB BB BB BB BB BB BB
realistic customer service scenarios is called __________ __________.
BB BB BB BB BB BB BB BB
conflict-resolution - ANSWER: _______ _______ consists of a nine-step process.
BB BB BB BB BB BB BB BB BB
quality BB
quantity - ANSWER: standards tell workers what is expected of them in both the
BB BB BB BB BB BB BB BB BB BB BB BB BB
__________ and ________ of their work.
BB BB BB BB BB BB
managers - ANSWER: some of the best __________ in an organization are
BB BB BB BB BB BB BB BB BB BB BB
promoted up through the ranks.
BB BB BB BB BB
monitor
motivate - ANSWER: valuable leaders of customer service departments are usually
BB BB BB BB BB BB BB BB BB BB
well-organized and know how to ____________ and _____________ employees.
BB BB BB BB BB BB BB BB BB
success
problems - ANSWER: managers effectively develop people by rewarding
BB BB BB BB BB BB BB BB
___________ and addressing ________ promptly.
BB BB BB BB BB
trust - ANSWER: managers build ________ by keeping people informed of change,
BB BB BB BB BB BB BB BB BB BB BB
demonstrating flexibility and interest in the personal situations of employees, sharing
BB BB BB BB BB BB BB BB BB BB BB
information about the organization, defining boundaries, and providing reasonable
BB BB BB BB BB BB BB BB BB
expectations for all workers.
BB BB BB BB
tone
