Module 2 CCSOP

What is one key responsibility of the "People" element in customer service?

• Redesigning office layouts

• Enforcing pricing policies

• Ensuring staff have the right attitude and skills

• Managing supplier contracts

A well-trained, empathetic staff member can make up for weaknesses in policies or procedures.

• False

• True

Which of the following traits reflect poor service from the “People” element? (Select all that apply)

• Ignoring feedback

• Lack of patience

• Non Synchronize body language

• Clear instructions

"People" only refers to front-line staff in customer service.

• True

• False

What is MOST important for excellent service in the “Products & Services” area?

• Using complicated technical terms

• Limiting choices to reduce confusion

• Offering maximum discounts

• Knowing features and benefits

Products and services should be tailored to meet the customer’s expectations and needs.

• False

• True

A failure in the Products & Services area may result in:

• Better branding

• Customer dissatisfaction

• Better service recovery

• Increased employee morale

It’s not necessary for staff to understand the services they’re selling as long as they’re friendly.

• True

• False

What makes a customer-friendly policy?

• Restricting all changes

• Complex refund procedures

• Transparent rules

• Hidden clauses

Rigid policies always lead to excellent customer service and organization

• True

• False