Question 1

It is not necessary for an organization to have effective internal customer service in order to provide good external customer service.

Accepted Answer

A) True 
 B)False  False

Question 2

To effectively handle customer conflicts:

Accepted Answer

A)  listen carefully to customers' problems. 
B)  do not accept blame on behalf of your department or company. 
C)  ignore trivial concerns and handle only major issues. 
D)  Both A and B 
A)  listen carefully to customers' problems. 
B)  do not accept blame on behalf of your department or company. 
C)  ignore trivial concerns and handle only major issues. 
D)  Both A and B A

Question 3

Thanking the caller at the end of a telephone conversation is an important part of effective customer service.

Accepted Answer

A) True 
 B)False  True

Question 4

It is important to follow up with a customer to determine whether or not a solution has been implemented or was effective.

Accepted Answer

A) True 
 B)False

Question 5

Appropriate email customer service skills include:

Accepted Answer

A)  designating specific times during the day to check and answer email messages. 
B)  answering only messages to which you can provide a positive answer. 
C)  checking your messages only once per day. 
D)  Both A and B 
A)  designating specific times during the day to check and answer email messages. 
B)  answering only messages to which you can provide a positive answer. 
C)  checking your messages only once per day. 
D)  Both A and B

Question 6

Customer service is the ability of an organization to consistently give customers what they want and need.

Accepted Answer

A) True 
 B)False

Question 7

Human relations skills are demonstrated by:

Accepted Answer

A)  showing respect for others. 
B)  having empathy for others. 
C)  showing support for the skills and ideas of others. 
D)  All the above 
A)  showing respect for others. 
B)  having empathy for others. 
C)  showing support for the skills and ideas of others. 
D)  All the above

Question 8

Which of the following is an example of an empathy statement?

Accepted Answer

A)  I am sorry your shipment did not arrive on time. 
B)  We appreciate your business. 
C)  I can imagine it is frustrating when a shipment does not arrive when you expect it. 
D)  Both A and B 
A)  I am sorry your shipment did not arrive on time. 
B)  We appreciate your business. 
C)  I can imagine it is frustrating when a shipment does not arrive when you expect it. 
D)  Both A and B

Question 9

Effective listening requires that you be focused on what the other person is saying and not on what is happening around you.

Accepted Answer

A) True 
 B)False

Question 10

Excellent internal customer service can lead to:

Accepted Answer

A)  employee satisfaction. 
B)  employee loyalty. 
C)  employee retention. 
D)  All the above 
A)  employee satisfaction. 
B)  employee loyalty. 
C)  employee retention. 
D)  All the above

Question 11

Listening effectively when dealing with customers:

Accepted Answer

A)  shows that you care about your customers. 
B)  says to the customer that you believe he or she is important. 
C)  does not require human relations skills. 
D)  Both A and B 
A)  shows that you care about your customers. 
B)  says to the customer that you believe he or she is important. 
C)  does not require human relations skills. 
D)  Both A and B

Question 12

When a company offers customers the option of searching for answers to their questions on the company website, it is called:

Accepted Answer

A)  web surfing. 
B)  web self-service. 
C)  live chat. 
D)  web chat. 
A)  web surfing. 
B)  web self-service. 
C)  live chat. 
D)  web chat.

Question 13

When dealing with an abusive customer on the telephone:

Accepted Answer

A)  do not let yourself become angry. 
B)  look for points of agreement. 
C)  hang up; you do not need to deal with verbal abuse. 
D)  Both A and B 
A)  do not let yourself become angry. 
B)  look for points of agreement. 
C)  hang up; you do not need to deal with verbal abuse. 
D)  Both A and B

Question 14

You can show your commitment to internal customers by:

Accepted Answer

A)  not coming to work on time. 
B)  being polite and courteous. 
C)  answering questions or calls at your leisure. 
D)  All the above 
A)  not coming to work on time. 
B)  being polite and courteous. 
C)  answering questions or calls at your leisure. 
D)  All the above

Question 15

When you are helpful and provide assistance to your internal customers, they are likely to return the favor by providing you with excellent service as well.

Accepted Answer

A) True 
 B)False

Question 16

When you make a mistake at work, it is best to ignore it or hide the fact that you made an error.

Accepted Answer

A) True 
 B)False

Question 17

Problems can be avoided by learning to anticipate the customer's needs and providing solutions to their concerns before they even ask for help.

Accepted Answer

A) True 
 B)False

Question 18

When dealing with customers' concerns, offer customers only one solution so they do not become confused.

Accepted Answer

A) True 
 B)False

Question 19

After a problem has been identified, the next step in problem solving is to:

Accepted Answer

A)  collect and analyze information. 
B)  determine options. 
C)  evaluate options and implement a solution. 
D)  evaluate the solution. 
A)  collect and analyze information. 
B)  determine options. 
C)  evaluate options and implement a solution. 
D)  evaluate the solution.

Question 20

When dealing with customers, you should make eye contact:

Accepted Answer

A)  rarely, because it makes a person uncomfortable. 
B)  every once in a while. 
C)  frequently. 
D)  None of the above 
A)  rarely, because it makes a person uncomfortable. 
B)  every once in a while. 
C)  frequently. 
D)  None of the above

It is not necessary for an organization to have effective internal customer service in order to provide good external customer service.

To effectively handle customer conflicts:

Thanking the caller at the end of a telephone conversation is an important part of effective customer service.

It is important to follow up with a customer to determine whether or not a solution has been implemented or was effective.

Appropriate email customer service skills include:

Customer service is the ability of an organization to consistently give customers what they want and need.

Human relations skills are demonstrated by:

Which of the following is an example of an empathy statement?

Effective listening requires that you be focused on what the other person is saying and not on what is happening around you.

Excellent internal customer service can lead to:

Listening effectively when dealing with customers:

When a company offers customers the option of searching for answers to their questions on the company website, it is called:

When dealing with an abusive customer on the telephone:

You can show your commitment to internal customers by:

When you are helpful and provide assistance to your internal customers, they are likely to return the favor by providing you with excellent service as well.

When you make a mistake at work, it is best to ignore it or hide the fact that you made an error.

Problems can be avoided by learning to anticipate the customer's needs and providing solutions to their concerns before they even ask for help.

When dealing with customers' concerns, offer customers only one solution so they do not become confused.

After a problem has been identified, the next step in problem solving is to:

When dealing with customers, you should make eye contact:

Entering the Workforce

Becoming a Professional

Managing and Organizing Yourself

Working Ethically

Understanding the Workplace Team

Improving Communication Skills

Communicating With Technology

Developing Presentation Skills

Planning Meetings and Events

Managing Physical Records

Managing Electronic Records and Mail

Coordinating Business Travel

Understanding Financial Documents

Seeking Employment

Leading With Confidence

Filters

Exam 6: Developing Customer Focus

It is not necessary for an organization to have effective internal customer service in order to provide good external customer service.

To effectively handle customer conflicts:

Thanking the caller at the end of a telephone conversation is an important part of effective customer service.

It is important to follow up with a customer to determine whether or not a solution has been implemented or was effective.

Appropriate email customer service skills include:

Customer service is the ability of an organization to consistently give customers what they want and need.

Human relations skills are demonstrated by:

Which of the following is an example of an empathy statement?

Effective listening requires that you be focused on what the other person is saying and not on what is happening around you.

Excellent internal customer service can lead to:

Listening effectively when dealing with customers:

When a company offers customers the option of searching for answers to their questions on the company website, it is called:

When dealing with an abusive customer on the telephone:

You can show your commitment to internal customers by:

When you are helpful and provide assistance to your internal customers, they are likely to return the favor by providing you with excellent service as well.

When you make a mistake at work, it is best to ignore it or hide the fact that you made an error.

Problems can be avoided by learning to anticipate the customer's needs and providing solutions to their concerns before they even ask for help.

When dealing with customers' concerns, offer customers only one solution so they do not become confused.

After a problem has been identified, the next step in problem solving is to:

When dealing with customers, you should make eye contact:

Entering the Workforce

Becoming a Professional

Managing and Organizing Yourself

Working Ethically

Understanding the Workplace Team

Improving Communication Skills

Communicating With Technology

Developing Presentation Skills

Planning Meetings and Events

Managing Physical Records

Managing Electronic Records and Mail

Coordinating Business Travel

Understanding Financial Documents

Seeking Employment

Leading With Confidence

Filters