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BTEC Business Unit 14 Customer Service Skills Flashcards | StudBud
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BTEC Business Unit 14 Customer Service Skills
BTEC Business Unit 14 Customer Service Skills
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Flashcards
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Questions
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Answers
1
Customers who complain...
are genetically predisposed to be sourpusses
had unhappy childhoods
have trouble in their primary relationships
are doing you a service in identifying what isn't working in your business
2
The best reward for a customer service representative is...
anger management seminars
recognition and appreciation on your part
Valium and other mind-numbing drugs
ear plugs and punching bags
3
For a company to be considered service-orientated...
its managers must at one time have been CSRs
it must mention customer service in its mission statement
at least 18.3% of its employees must work in the customer service departmen
customer service must be addressed by all departments
4
What is good customer service?
Giving out free tea and coffee
Offering money to compensate
Telling good jokes
Meeting and exceeding needs of customers
5
Customer Service departments... (tick all that apply)
are leaders in understanding customer behaviour patterns and research
are an afterthought that cleans up messes other departments cause
build customer loyalty
6
A philosophy wherein the customer is wrapped in service even before a problem arises
False
True
7
Customers who complain want...
something for nothing
to be heard and have their experience validated
to vent for the sport of it
to be made majority shareholders in the company
8
What is not good Customer Service? (tick all that apply)
Listen
Not Paying attention
Helping
No eye contact
9
Good customer service can be achieved by... (tick all that apply)
market research
motivating staff
ignoring customers
training
10
What does CRM stand for?
Can't Remember Much
Customers Rudely Managed
Customer Relationship Management
Customers Rarely Matter
11
CRM stands for Communicating Random Meaning
True
False
12
A complaining customer is...
often lying
almost right
always the customer
always right
13
Customer service culture is...
behaviour being analysed in a Petrie dish for contagions
a new form of yogurt where the lid removes itself for you
mythical civilization where everyone smiles and welcomes you when they meet
environment where customer service permeates thinking of the entire company
