LAP CR004 ST 3.03

A customer service mindset means that a business considers providing excellent customer service to be

• moderately important

• a top priority

• necessary in certain cases

• its only objective

Businesses with customer service mindsets are usually able to

• achieve their goals

• hire more employees

• reduce their expenses

• satisfy their vendors

Why should employees act as if customers are their employers?

• Customers own the business

• Employees would not have jobs if there were no customers

• Customers pay employees' bonuses

• Employees might work for the customers in the future

To demonstrate a customer service mindset, employees must believe that customers deserve their

• unsolicited advice

• complete attention

• limited information

• personal opinions

Customers have the right to expect employees to be

• self-serving

• goal-oriented

• open-minded

• well-informed

Emphasizing customer service can help a business be more

• innovative

• objective

• competitive

• possessive

Which of the following is most likely to be a benefit for a business that demonstrates a customer service mindset:

• More publicity

• Longer season

• Increased assets

• Greater profits

Businesses whose employees demonstrate a customer service mindset often benefit from

• rapid employee turnover

• reduced complaints

• increased costs

• decreased employee morale

Demonstrating a customer service mindset benefits employees by supporting their

• careers

• competitiveness

• need to be recognized

• efficiency at work

What might an employee receive from a business for routinely helping customers with their problems and satisfying their needs?

• A promotion

• A thank-you

• An expense account

• A compliment