3-3 Customer Service Quiz Business U

What is a Complaining Customer?

• Someone who often experiences dissatisfaction with a product or service.

• Someone who uses manipulative measures to avoid paying.

• Someone who feels they know more than others.

• Someone who anticipates customer needs.

What is a Complaint in customer service terms?

• A conversation to find out why a customer left.

• A type of communication claiming deficiencies in a product or service.

• The act of anticipating customer needs.

• The individualized attention provided to customers.

What is a Customer Exit Interview?

• A conversation to find out why a customer left.

• A type of communication claiming deficiencies in a product or service.

• The act of anticipating customer needs.

• The individualized attention provided to customers.

Who is a Dishonest Customer?

• Someone who often experiences dissatisfaction with a product or service.

• Someone who uses manipulative measures to avoid paying.

• Someone who feels they know more than others.

• Someone who anticipates customer needs.

Who is a Domineering Customer?

• Someone who often experiences dissatisfaction with a product or service.

• Someone who uses manipulative measures to avoid paying.

• Someone who feels they know more than others.

• Someone who anticipates customer needs.

What is Reactive Customer Service?

• The act of anticipating customer needs.

• A conversation to find out why a customer left.

• When a service team reacts and resolves customer issues.

• The individualized attention provided to customers.

What is Customer Service?

• The act of anticipating customer needs.

• A conversation to find out why a customer left.

• When a service team reacts and resolves customer issues.

• The individualized attention provided to customers.

What is Pro-active Customer Service?

• The act of anticipating customer needs.

• A conversation to find out why a customer left.

• When a service team reacts and resolves customer issues.

• The individualized attention provided to customers.

What is the role of a Customer Service Representative?

• To anticipate customer needs and provide proactive solutions.

• To manage financial transactions and investments.

• To design marketing strategies for new products.

• To develop software applications for business use.

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

• Directly to the CEO

• Patiently

• Verbally

• Silently