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.
Help!
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| show | true or false
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| Anything we do for the customer that enhances the customer's experience is | show 🗑
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| Customer service should never admit to making a mistake | show 🗑
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| The customer's overall feeling of contentment with a customer interaction is | show 🗑
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| show | true or false
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| show | external customers
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| Customer Service providers must be proficient communicators | show 🗑
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| The evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial is | show 🗑
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| show | true or false
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| show | customer attributes
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| One of the best ways to become a better customer service provider is to become a better | show 🗑
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| show | behavior
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| show | 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 | show 🗑
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| show | conflict
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| show | planning
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| show | strategy
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| show | brainstorming
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| The ONE CLASSIC idea that still works | show 🗑
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| show | problem solving
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| show | consumption history
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| Reason for the organization's existance | show 🗑
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| Dividing customers into groups with similar characteristics | show 🗑
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| show | true or false
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| show | analytical
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| show | motivation
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| show | coproduction
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| show | challenging customers
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| Enabling or permitting customer service providers to make a range of decisions to assist their customers | show 🗑
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| show | 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 | show 🗑
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| _____________are our personal requirements and ________________are things or experiences that are desired | show 🗑
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| show | goal
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| show | assertive
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| show | culture
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| show | job aids
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| show | self concept
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| show | 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 | show 🗑
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| Professionalism, communication skills, teamwork, problem solving/critical thinking are all known as | show 🗑
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| show | morale
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| Those leaders who have no official authority, but do have the ability to influence others | show 🗑
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| show | goal setting
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| show | self-assessment
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| show | follow-up
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| show | infrastructure
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| show | true or false
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| show | true or false
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| show | co-production
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| Eye contact is not a necessary tool of communication | show 🗑
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| When using email, it is appropriate to type in all uppercase letters | show 🗑
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Created by:
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