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- 1. Multiple ChoiceIdentify the benefits of good customer service to the business.Customers who did not enjoy their experience, will recommend the business to friends.Customers who enjoy their experience, will spend more money.The business will not expand.The business will get bad reviews.
- 2. Multiple ChoiceWhich is not a way to provide consistent and reliable service?Product knowledgeDealing with problemsLong waiting timeShort waiting time
- 3. Multiple ChoiceA customer service problem happens whenA customer asks for the managerserving the customers becomes unprofitablecustomer complaint is ignoredcustomer service does not meet expectations
- 4. Multiple ChoiceInterpersonal skills are valuable to an employer because they include the following:Hard SkillsCommunication & Social AwarenessService BreakdownPsychological Distracters
- 5. Multiple ChoiceIn order to provide good service, employees should give customers...Free ProductsLimited InformationPolitical OpinionsComplete Attention
- 6. Multiple ChoiceWhat do customers expect business employees to be?Well- InformedIrresponsibleWealthyLaid- Back
- 7. Multiple ChoiceHow should you deal with a furious customer yelling at you because of a billing error?Fight themBlame the billing departmentFind out what caused the mistakeCall the supervisor to complain about their attitude
- 8. Multiple ChoiceEmphasizing customer service can help a business to be ...IrresponsibleCompetitiveObjectivePossessive
- 9. Multiple ChoiceWhat staff are responsible for displaying a customer-service mindset?Those with direct customer serviceManagementThose with indirect customer serviceAll staff
- 10. Multiple ChoiceWhen is the right time to demonstrate a customer-service mindsetWhen you're by yourselfWhen someone is watchingAll the timeWhen you have a customer
- 11. Multiple ChoiceIdentify the benefits of good customer service to the business.Customers who did not enjoy their experience, will recommend the business to friends.Customers who enjoy their experience, will spend more money.The business will not expand.The business will get bad reviews.
- 12. Multiple Choice
A good _______________ is essential to a business when providing customer service
speaking voice
attitude
first impression
hair style
- 13. Multiple Choice
Which of the following best defines customer service?
Act or manner of serving food and beverages.
All positive moments experienced between hospitality employees and customers.
Someone who purchases products or services from a business.
Total customer experience with a business.
- 14. Multiple Choice
Which of the following is an example of empathy?
Feeling angry when a customer insults you.
Feeling timid and withdrawing when a customer suggests your business is inadequate.
Shouting at a customer who shouts at you.
Understanding the tired feeling a customer has after traveling all day.
- 15. Multiple Choice
Which document is being described here? An agreement often used with customers to define exactly what service the company will provide.
Written Customer Care Statement
Service Level Agreement
Complaints Procedure
Quality Management Procedure
- 16. Multiple ChoiceWhich method of evaluating customer care is being described below?
A small number of customers are invited to provide feedback and together have in-depth discussion on a number of key areas.Mystery shopperCustomer focus groupLoyalty cardsCustomer survey - 17. Multiple Choice
Customers who complain:
Had unhappy childhoods
Are genetically predisposed to sourpusses
Have trouble in their primary relationships
Are doing you a service in identifying what isn't working in your business or organization
- 18. Multiple Choice
Identify two examples of external customers:
Impulse customers
Warehouse employees
HR Staff
Loyal customers
- 19. Multiple ChoiceHow should you deal with a furious customer yelling at you because of a billing error?Fight themBlame the billing departmentFind out what caused the mistakeCall the supervisor to complain about their attitude
- 20. Multiple ChoiceCustomer service is very expensive to initiateTrueFalse
- Answer choicesTagsAnswer choicesTags