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Customer Service Rev
Customer Service Final Review Mrs. Todd
| Question | Answer |
|---|---|
| Pay at the pump gasoline is an example of low touch environment | true or false |
| Anything we do for the customer that enhances the customer's experience is | Customer Service |
| Customer service should never admit to making a mistake | true or false |
| The customer's overall feeling of contentment with a customer interaction is | Customer Satisfaction |
| Customer Service only takes having a great attitude or being a people person | true or false |
| The customers we do business with outside our organization are | external customers |
| Customer Service providers must be proficient communicators | true or false |
| The evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial is | negotiation |
| The way you use your voice does not significantly impact how a message is received | true or false |
| Characteristics that allow customers to be categorized according to demographic, psychographic, or firmographic information | customer attributes |
| One of the best ways to become a better customer service provider is to become a better | customer |
| What we do, how we react | behavior |
| The people we work with throughout our organization | internal customers |
| A method of illustrating the hierarchy of a company by illustrating who reports to whom is known as an | organization chart |
| A hostile encounter that occurs as a result of opposing needs, wishes, or ideas | conflict |
| Finding a recognizable direction in which to focus on | planning |
| A plan for positive action is referred to as a company's | strategy |
| Problem-solving strategy that can be used in groups of two or more | brainstorming |
| The ONE CLASSIC idea that still works | RESPECT |
| An active resolution to a challenging situation | problem solving |
| A customer's usage and payment patterns is referred to as their | consumption history |
| Reason for the organization's existance | Purpose statement |
| Dividing customers into groups with similar characteristics | market segmentation |
| Customer Service requires nothing more than a positive attitude | true or false |
| Patient, organized, good listener are characteristics of the __________________customer | analytical |
| The individual drive that causes us to behave in a particular way | motivation |
| When customers participate in providing at least a part of their own customer service | coproduction |
| Customers with problems, questions, fears, and personalities that require us to work to achieve true communication | challenging customers |
| Enabling or permitting customer service providers to make a range of decisions to assist their customers | empowerment |
| Assessing a situation and determining who should have responsibility and who really does have the responsibility | responsibility check |
| The ability to understand what someone is experiencing and to take action to assist in resolving the situation is referred to as | empathy |
| _____________are our personal requirements and ________________are things or experiences that are desired | Needs, wants |
| An identified result to strive to accomplish | goal |
| Lack of patience, faster rate of speech are characteristics of the ________________customer | assertive |
| The values, beliefs and norms a group of people share | culture |
| Leadership tools to reinforce training are known as | job aids |
| The way in which a person sees him or herself and thinks that others see him or her | self concept |
| The four critical areas customers expect us to meet expectations are | timeliness, quality, consistency, first impression |
| Diagramming approach to problem solving that charts each step of a process to assist in determining why a problem is occurring | flowchart |
| Professionalism, communication skills, teamwork, problem solving/critical thinking are all known as | soft skills |
| An individual's or group's feelings or attitude toward a job, superior or company | morale |
| Those leaders who have no official authority, but do have the ability to influence others | informal leaders |
| The process of establishing goals and of evaluating their importance is referred to as | goal setting |
| An individual evaluation in which individual strengths and weaknesses are identified | self-assessment |
| Checking back to determine whether or not a situation is operating according to the initial plan | follow-up |
| Networks of people, physical facilities and information that supports the production of customer service | infrastructure |
| Bank lobbies, specialty stores, hotel lobbies, lawyers are examples of high touch customers | true or false |
| Creating a strategy is dividing customers into groups with similar characteristics | true or false |
| Asking a customer to confirm their order at a drive-up window is an example of | co-production |
| Eye contact is not a necessary tool of communication | true or false |
| When using email, it is appropriate to type in all uppercase letters | true or false |
Created by:
Martodd
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