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