How can a company create an atmosphere of continuous improvement and have employees who strive to perform?
By reducing headcount by 10% each year 0.0%
By making it mandatory for the employees to attend company meetings 0.0%
By offering incentives, both financial and non financial, for good performance 100.0%
By telling the employees that mystery callers will evaluate them 0.0%
How can a company's online ordering process be made more customer friendly?
Ask for lots of details so the customer can be catered to in the future. 0.0%
Try to sell customers additional products and services unsolicited. 0.0%
Place ads on the order page for additional products. 0.0%
Only ask for information necessary to process the order. 100.0%
How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?
The same draft of an email can be sent to every single customer thus ensuring consistency. 0.0%
They are used for all marketing efforts of a company. 0.0%
Information can be distributed via the CRM system for sending the same message to all the customers in the same group. 100.0%
The CRM system always works as the back end for the company website. 0.0%
How important is it for the top management to be involved in Creating Customer Service Strategy?
Very important – The top management has to be committed to it and offer the maximum support. 100.0%
Not important at all – The employees at the customer level should decide the strategy. 0.0%
Important only in small companies, not large corporations 0.0%
Important only in large companies. Smaller companies do not need to worry about customer service strategy. 0.0%
How important is the tone of voice when talking to someone on the phone?
Extremely important 100.0%
Not important at all 0.0%
Slightly important 0.0%
Depends on the situation 0.0%
How should a customer service representative determine what avenues to pursue to make a customer happy?
Follow a standard company protocol. 40.0%
Ask the customer what resolution they would like to see. 60.0%
Determine what would be the cheapest alternative that would make the customer happy. 0.0%
Offer to replace their product regardless of their problem. 0.0%
How should a customer service strategy plan be distributed to the employees?
By sending a mass email 0.0%
By telling only those who directly deal with the customers 0.0%
By emphasizing the management's commitment to the plan at a company-wide meeting 100.0%
It should be confined to the top management. 0.0%
What approach should a firm take when they need to say 'no' to a customer?
Say 'no' up front, being honest. 0.0%
Do not say 'no', but later do not deliver on the alternative solutions. 0.0%
Pretend everything is good, but towards the end of the conversation, tell them you did not mean what you said and actually the answer is 'no'. 0.0%
Do not say 'no', but offer alternative solutions. 100.0%
What are the two factors to consider when Creating Customer Service Strategy?
Employee reception to the plan, and customer reception to the plan 100.0%
The cost of implementing, and employee reception 0.0%
The time needed to create and implement, and the cost of implementation 0.0%
The competition's as well as the customers' reaction to the plan 0.0%
What does a customer with a problem expect from a customer service representative?
Discounts and coupons 0.0%
The management's commitment to the growth of the firm 0.0%
An aggressive tone 0.0%
Understanding and empathy 100.0%
What does CRM software allow a company to do?
Create one to many relationships with customer groups 0.0%
Create many to one relationships with customers 0.0%
Send financial reports to the management 0.0%
Create a one to one relationship with each customer. 100.0%
What final step can be taken to put your firm's customer service above that of all others?
Offer to refund more than the product value. 0.0%
Let customers know what the standard procedure for handling irate customers is up front. 0.0%
Give the customers time to cool off by asking them to call back later. 0.0%
Follow up with customers after the fact to make sure they are happy with the resolution. 100.0%
What general rule does phone etiquette require customer service representatives to follow?
Ask the other party how you can help them. 83.0%
Say "Hello?" then pause. 0.0%
Ask them for their name or customer number before greeting them. 16.0%
Try to redirect the caller to someone else. 0.0%
What is a continuous improvement plan?
A predetermined plan to continually help the employees keep themselves informed of the company's latest initiatives in order ultimately to make themselves better at customer service 100.0%
A plan to educate the consumer about the products 0.0%
A plan to help the management understand the customers' needs better 0.0%
A predetermined plan to help the employees learn more about the company's financial situation and the company's need to perform better 0.0%
What is a data warehouse?
A single database for the CRM program 0.0%
The physical warehouse where the company servers are stored 0.0%
A database that stores information from several other data sources, allowing a CRM system to query multiple databases from one location 100.0%
A program that is used to create financial reports 0.0%
What is customer profiling?
Reporting customer data to government agencies 0.0%
A customer filling in a profile online 0.0%
Using customer data to determine an overall company marketing campaign 0.0%
Using a series of data points to place customers into groups and tailoring their experience with your company 100.0%
What is meant by "data mining"?
Creating specialized reports 0.0%
Entering data into a data base 0.0%
Calling customers to survey them 0.0%
Sifting through vast amounts of data by focusing on specific attributes 100.0%
What is meant by a "care token"?
To handle customers who are not happy with the company "with care" 0.0%
A gesture made by the company to retain a customer after his/her having experienced bad customer service 100.0%
A gesture made by the company as a last resort to get the customer to leave 0.0%
A bonus to exceptionally good customer service agents 0.0%
What is meant by a "hard no"?
Saying 'no' to the customer but offering alternatives 0.0%
Saying 'yes' to the customer at first but switching to 'no' later 0.0%
Saying 'yes' to the customer with no intention of following through 0.0%
Saying 'no' to the customer and offering no alternative solution 100.0%
What is meant by inflection?
The accent you talk in, depending on your country 0.0%
The highs and lows of your voice, which let the customer know how interested you are in talking to them 100.0%
The pace at which you speak, which lets the customer know if you are in a rush or not 0.0%
The general attitude you convey to a customer 0.0%
What is meant by taking a top down approach to creating a strategy?
Having customer service agents work in management 0.0%
Creating high level initiatives only 100.0%
Starting by building strategies upwards from the customer level 0.0%
Having high level managers work in customer service for a short period of time so they can experience it before laying down policies 0.0%
What is the advantage of email based customer service?
It makes dealing with irate customers easier. 0.0%
It provides an easy reference to past communication with the client. 100.0%
It is impersonal. 0.0%
Canned responses can be sent back. 0.0%
What is the disadvantage of email based customer service?
It is more cost effective than other methods. 0.0%
It allows the company to respond quickly. 0.0%
It gives the company a trail of communications with the customer. 0.0%
It is unemotional and doesn't always allow the customer to convey the importance of their question or issue. 100.0%
What is the first step in dealing with a customer when he/she is irate?
Tell him/her to be quiet and listen. 0.0%
Tell him/her to call back when he/she has calmed down. 0.0%
Ask the customer what can be done to solve the problem. 0.0%
Let the customer give vent to his/her feelings and do not try to interrupt him/her. 100.0%
What is the first step in mollifying a customer who has received bad service?
Ask the customer what the problem is. 0.0%
Try to offer him/her something for free to pacify him/her. 0.0%
Ask him/her to submit a complaint first. 0.0%
Express regrets and promise to provide better service in future. 100.0%
What is the importance of consistency while offering customer service to different people?
Not important – Customers only know what they experience and can not compare the service they get with that offered to others. 0.0%
Very important – Customers expect a consistent level of service when dealing with a company. 100.0%
Important only for large companies, not for small ones 0.0%
Important only for small firms since they rely on customer referrals 0.0%
What is the importance of customer oriented goodwill?
It allows for cheaper resolutions to customer conflict. 0.0%
It is a good substitute for good customer service. 0.0%
It allows the management to measure how well customer service is being performed. 60.0%
It puts the company ahead of the competitors in respect of customer service. 40.0%
What is the primary purpose of setting goals of customer service?
To know when no more customer service needs to be provided 0.0%
To compare the firm's strategy with that of the competitors 0.0%
To create measurable objectives which the firm can strive to meet 100.0%
To allow for customer service agents to be promoted on the basis of their performance 0.0%
What is the purpose of FAQ's (frequently asked questions)?
To give the website more content which looks impressive 0.0%
To spur the customers to ask additional questions 0.0%
To position the company as an industry leader 0.0%
To answer questions customers often have so they can easily find the answer without having to ask 100.0%
What should be done at the end of a phone call with a customer after resolving an issue they had?
Try to sell them something new. 0.0%
Ask them to write a nice letter to the company praising the customer service agent. 0.0%
Tell them only the first customer service call is free. 0.0%
Repeat to the customer what you resolved and any further actions you'll be taking. 100.0%
What should be done with an irate customer after they have vented out and explained their situation?
Ask them to call back later when they have calmed down. 0.0%
Express empathy. 100.0%
Put them on hold and pass them onto a manager. 0.0%
Issue them a refund regardless of the problem. 0.0%
What should be said to a customer when putting them on hold?
Say nothing. Just put them on hold. 0.0%
Say "just a minute"; then put them on hold. 0.0%
Ask them first if it is okay to put them on hold for a moment. 100.0%
Tell them they need to hold for several minutes. 0.0%
What should be the first thing to be done in problem solving?
Verify the information the customer has provided and any additional facts if required. 100.0%
Tell the customer they will get whatever they want. 0.0%
Tell the customer you'll see what you can do but not to expect much. 0.0%
Look for errors in the customer's story. 0.0%
What should be the ultimate goal of problem solving with the customer?
To save the company money 0.0%
To get them off the phone quickly 0.0%
To get referrals to other customers 0.0%
To make them happy 100.0%
What should the customer service representative do when a customer is yelling?
Yell back at them 0.0%
Not respond and hang up 0.0%
Sound anxious 0.0%
Keep a calm, lower tone to calm the customer down 100.0%
What would a monotone and flat voice indicate to a customer?
The person is energetic and wants to help. 0.0%
The person is bored and uninterested in the conversation. 100.0%
The person is angry. 0.0%
The person doesn't believe what they are hearing. 0.0%
What would be a good opening line in replying to an irate customer's email?
Please call customer service. 0.0%
We are glad you are enjoying our product/service. 0.0%
Thank you for your email, we are sorry to hear about the problem you have. 100.0%
We will get back to you within 7 days. 0.0%
What would be the best way to handle an email inquiry?
Ignoring the email and seeing if they email a second time 0.0%
An immediate automatic email response letting the customer know someone will reply within 24 hours, followed up by a reply from a customer service representative within 24 hours 100.0%
Informing them the answer is in the company FAQs and they should look there 0.0%
Replying to the email a week later after investigating 0.0%
What would be the two needs of a customer when visiting a theme park?
Safety and Fun 100.0%
Accuracy and Certainty 0.0%
Efficiency and Seriousness 0.0%
Low cost and Tranquility 0.0%
What would perfect customer relationship management entail?
Saving the company money 0.0%
Immediate customer gratification and personalized interactions with each customer 100.0%
Reducing the call times of customer complaints 0.0%
Increased visibility into the financial situation of the company 0.0%
Where should firms start while working on a strategy for customer service?
Survey the customers to get their feedback and to find out their needs and expectations of the firm. 100.0%
Copy what the competition is doing. 0.0%
Ask the employees what strategies they want to be implemented. 0.0%
Look for the standard customer service strategy employed in the country of operation. 0.0%
Which of the following is a customer need?
Premium pricing 0.0%
Experienced management 0.0%
Friendly customer service 100.0%
Growing financial performance 0.0%
Which of the following is an example of a care token?
A computer manufacturer fixes your new laptop under warranty 0.0%
A retail chain accepts your return 0.0%
Offering an employee a raise for good performance 0.0%
A restaurant gives you a free glass of wine because you mention to the waiter you didn't enjoy the wine like you had hoped 100.0%
Which of the following would a customer not expect from a customer service agent?
Discretion 0.0%
Rudeness 100.0%
Effectiveness 0.0%
Authenticity 0.0%
Which of the following would be a measurable aspect of customer service?
The number of products sold 40.0%
An overall customer satisfaction rating of 90% 0.0%
How displeased customers are in general 60.0%
A profit margin of 30% 0.0%
Which of the following would be a potential segmenting factor for customers?
Age range 0.0%
Zip code 0.0%
The industry they work in 0.0%
All of the above 100.0%
Which of the following would be considered going the extra mile in resolving a past customer service issue?
Replacing an item under warranty 33.0%
Answering a call within two minutes 0.0%
Absorbing any extra costs such as shipping costs incurred by the customer as a result of the problem 66.0%
Sending him/her a complaint form to fill out 0.0%
Which of the following would be the best thing to say to an irate customer?
Please call back later. 0.0%
I'll have to ask my manager to approve what you are asking for. 75.0%
I can see why you feel that way. 25.0%
Why didn't you buy a competitor's product. 0.0%
Which of the following would be the best way to offer customer service online?
To make a form people can submit available online 0.0%
To supply answers to FAQ's online 0.0%
To make live chat with company representatives available 24/7 100.0%
To make company phone number available online 0.0%
Why do customers feel the need of some control in working to resolve an issue with a company?
They feel they are getting more for their money. 0.0%
Customers feel that this way, they can get whatever they want, at least temporarily. 0.0%
It ensures the customer will buy again. 25.0%
It puts them in a positive mood and allows them to help guide the resolution 75.0%
Why do the customers' needs change according to the nature of the situation?
People are fickle and want different things even in the same situation depending on different occasions. 0.0%
Needs are different depending on what the customer values as important under the circumstances. 100.0%
Needs changed according to the financial situation of the customer at the time. 0.0%
The customer can probably be talked into focusing on their wants instead of needs. 0.0%
Why is giving a customer the required information considered good customer service?
It makes the customer feel they got something for nothing. 0.0%
It makes the customer feel guilty if they ever have a problem. 0.0%
It allows you to upsell to the customer something they do not need. 0.0%
It allows you to add value for the customer and help them make an informed decision. 100.0%
Why is it important to pace your tone on the phone with the other person?
It automatically makes them assume they will get what they want. 0.0%
It creates rapport with the customer and puts them at ease. 0.0%
If the person talks fast, it means they are in a rush and you should also do the same. 0.0%
It tells the customer you are someone they can trust. 100.0%
Why should a firm say they are sorry even if they feel the customer is wrong?
The firm can later tell the customer he/she was actually the wrong one, after he/she has calmed down. 0.0%
The firm should always take the blame and learn from it. 0.0%
The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame. 100.0%
They can later put the blame on a third party. 0.0%
Why would a company want to know the profitability and sales history of customers?
They would automatically drop the lowest 10% of customers. 0.0%
They can ask the higher sales clients to act as representatives of the company. 0.0%
It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits. 100.0%
They can find out who owes the company money. 0.0%