Customer Service 3.04 - 3.08

The most important factor in carrying out brand promise is

• employees

• corporate culture

• brand personality

• business environment

What should Devin do to eliminate any misunderstanding that he may have concerning a customer's complaint?

• thank the customer

• restate the complaint

• take immediate action

• explain company policy

What can individuals do to positively develop their social media brand?

• post material online of everything they do

• post content that is consistent and professional in nature

• post updates quickly before they forget what they were going to say

• post emotional responses to any post that upset them

Which is an example of a cultural characteristic that would have an impact on businesses trading with certain foreign countries?

• role of females

• type of climate

• variety of industry

• source of income

Which of the following is a common way for customers to express their complaints?

• Silently

• Verbally

• Directly to the CEO

• Patiently

Which of the following characteristics is a primary dimension of diversity?

• Age

• Income

• Race

• Religion

What should one do to determine whether a customer’s complaint is justified?

• ask a supervisor

• restate the complaint

• investigate the problem

• take immediate action

Which of the following characteristics is a secondary dimension of diversity?

• Race

• Ethnicity

• Gender

• Geographical Location

What can businesses with customer-service mindsets be able to do?

• Hire more employees.

• Reduce their expenses.

• Satisfy their vendors.

• Achieve their goals.

Which policy gives a business an advantage over its competition?

• service

• employee

• promotional

• credit