Basics of Customer Services: Unit 3

What is a critical service attribute that reflects a positive approach to customer service?

• Negative attitude

• Indifference

• Disrespect

• Customer service mindset

Which of the following is NOT considered a critical service attribute?

• Professional competency

• People orientation

• Basic respect

• Inflexibility

Why is building rapport with customers important?

• To ignore customer needs

• To reduce communication

• To increase sales

• To create a negative experience

Which technique is effective for building rapport?

• Using jargon

• Being unapproachable

• Personalized response

• Avoiding eye contact

What does 'resourcefulness' in customer service refer to?

• Ignoring customer queries

• Finding solutions

• Being unhelpful

• Being rigid

Which of the following attributes emphasizes the importance of understanding customer needs?

• Neglect

• People orientation

• Reliability

• Basic respect

What is a key reason for having a positive attitude in customer service?

• To create a hostile environment

• To enhance customer experience

• To avoid interaction

• To be indifferent

Which of the following is a technique for building rapport?

• Using complex language

• Being dismissive

• Active listening

• Ignoring feedback

What does 'personalized response' mean in the context of customer service?

• Generic replies

• Ignoring customer preferences

• Tailored communication

• Automated messages

Which attribute is essential for ensuring customers feel valued?

• Rudeness

• Disinterest

• Neglect

• Basic respect