Workplace Readiness Skill 09 - Customer Service Orientation

Front

What is the primary goal of customer service?

Back

To ensure customer satisfaction

Tags

DOK Level 1: Recall

WRS-09

Front

Which of the following is an example of external customer service?
Options:
- Assisting a coworker with a technical issue
- Providing feedback in a team meeting
- Handling a client's complaint about a product
- Discussing project details in an internal review

Back

Handling a client's complaint about a product

Tags

DOK Level 1: Recall

WRS-09

Front

Which technique is effective when communicating with difficult customers?

Back

Maintaining a calm and professional demeanor

Tags

DOK Level 2: Skill/Concept

WRS-09

Front

What is a benefit of providing excellent customer service?

Back

Enhanced company reputation and customer loyalty

Tags

DOK Level 2: Skill/Concept

WRS-09

Front

In customer service, what does it mean to anticipate the needs of customers?

Back

Predicting customer needs based on indirect cues and your past experiences

Tags

DOK Level 3: Strategic Thinking

WRS-09

Front

How can customer service impact the overall success of a business?

Back

By building strong relationships that enhance customer loyalty and referrals

Tags

DOK Level 4: Extended Thinking

WRS-09

Front

What is the importance of internal customer service within an organization?

Back

It helps improve communication and efficiency, leading to better external customer service

Tags

DOK Level 4: Extended Thinking

WRS-09

Front

Lina is a new employee at a high-end fashion store. She notices a young woman in a dirty T-shirt and sweatpants browsing expensive dresses. What is the best way for Lina to engage with this customer?

Back

Greet her and ask if she needs help finding anything.

Tags

WRS-09

Front

Jordan is organizing a workshop to train new employees on the latest office software. To ensure the training is comprehensive, he seeks feedback from experienced staff members on the most essential features. Jordan is demonstrating:

Back

internal customer service

Tags

WRS-09

Front

You work in a customer service call center and are trying to help a customer who is becoming increasingly irritated and upset. When your latest suggestion does not solve their problem, they criticize you. How should you respond?

Back

Don't take it personally and continue to deal with them in a professional manner.

Tags

WRS-09