MOOC Customer Service and Ethics Quiz

Why should we consider our customers’ perceptions?

How do primary expectations differ from secondary expectations?

What role do values play in an individual’s approach to providing customer service?

Expectations are always negative.

• True

• False

The reputation of company really is not important to prospective customer.

• True

• False

What are the two categories into which customer expectations can be divided?

• Primary and Tertiary

• Secondary and Tertiary

• Basic and Advanced

• Primary and Secondary

What is the key to building customer service credibility?

• Ignoring customer feedback

• Inconsistency

• Overpromising

• Consistency

What is the importance of corporate values in an organization?

• They are irrelevant in the modern business world

• They have no impact on the company's operations

• They only apply to certain departments

• They guide the behavior and beliefs of the company

What is the first step in exceeding customers' expectations?

• Maintain inconsistency

• Overpromise and underdeliver

• Ask customers about their expectations

• Ignore customer feedback

What is the power of perception based on?

• Rational ideas only

• Logical reasoning only

• Emotions and experiences

• Assumptions and guesses