Deck 3: Exceptional Customer Service

Question 1

The CSR's role, in general, is to answer questions, solve problems, take orders, resolve complaints, and share customer concerns with management.

Answer 1

True

Question 2

Disappointed customers will leave an organization and take their business elsewhere, and poor service is responsible for much of the disappointment experienced by customers.

Answer 2

True

Question 3

Customer perceptions are the opinions created about service during and after a transaction.

Answer 3

True

Question 4

The best way to maximize the value of a positive first impression is to reinforce it with favorable experiences throughout the course of future interactions.

Question 5

Customer loyalty cannot be earned.

Question 6

Customer-centric organizations make every effort to avoid customer turnoffs in their quest for customer loyalty.

Question 7

When hiring customer service professionals, companies should look for a helping attitude.

Question 8

The beliefs about service a customer has before a transaction are called

A) customer influences.
B) customer perceptions.
C) customer expectations.
D) customer profiles.

Question 9

A baseline standard is the minimum level of service it takes to satisfy customers under ordinary circumstances.

Question 10

Exceptional customer service is a mindset that defines each company's culture.

Question 11

Taking initiative, being optimistic and tolerating frustration well are all characteristics of an exceptional CSR.

Question 12

In some companies, superior service just happens naturally.

Question 13

The best way for a company to survive in the current marketplace is to raise prices and target only those customers who can afford to pay them.

Question 14

Service is easily managed because it doesn't involve many variables.

Question 15

Regardless of what a company does to make a profit in terms of the product or service it provides, the company is also in the business of providing customer service.

Question 16

Positive first impressions are generally not influenced by customer service representatives' personal habits.

Question 17

True empowerment means that employees can bend the rules to do whatever they have to do (within legal bounds) to take care of the customer.

Question 18

Workers who do not have a very specific service skill set are still great candidates for the position of customer service representative.

Question 19

Most people shift from one supplier to another because of dissatisfaction with service, not price or product offerings.

Question 20

Companies typically do not look for a variety of character traits, abilities, and experience levels for customer service jobs because the job is easy.

Question 21

Giving somebody power or authority is referred to as

A) customer perception.
B) customer turnoff.
C) customer loyalty.
D) empowerment.

Question 22

An episode in which a customer comes in contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression is called

A) a moment of truth.
B) empowerment.
C) a first impression.
D) none of the above.

Question 23

Which turnoff occurrences are most often associated with poor customer service?

A) value turnoffs
B) system turnoffs
C) people turnoffs
D) all of the above

Question 24

Which duty is not included in a CSR job description?

A) Helps develop and maintain customer loyalty
B) Provides in-house support for salespeople whenever a customer requires information or assistance
C) Represents the customer's interests, rather than those of a department within the company
D) Avoids alerting upper management to trends or conditions with the company's products or services

Question 25

A customer says, "I didn't get my money's worth on this product." This is called a(n)

A) value turnoff.
B) system turnoff.
C) organizational turnoff.
D) people turnoff.