Introduction to Customer Service Unit Review

Front

Does customer service impact customer experience?

Back

No, customer service does impact customer experience.

Front

How you say something is NOT as important as what you say.

Back

False

Front

To listen completely to a customer, you should focus on what the customer is saying and not what you plan to say in response.

Back

True

Front

An open question:

Back

requires more than a yes or no answer and encourages the customer to provide more information

Front

When at work, you do not represent the company in all you say and do.

Back

False

Front

Why should you care about customer service as an employee?

Back

Poor customer service translates to lost revenue.

Front

Ways companies gather customer feedback: Surveys, Social media, Customer complaints, All of the above

Back

All of the above

Front

Customer Service

Back

The assistance provided by a company to people who buy or use its products or services.

Front

Customers appreciate good manners and courtesy sends a powerful message.

Back

True

Front

How can stereotypes affect how you treat customers?

Back

Stereotypes can cause you to misjudge and mistreat customers.