Silly Service has its serious side: Test your knowledge of Customer Service!
Who says service is serious? Customer service can be so stupid. Respond to this fun quiz to test your knowledge of customer service. It may be a service to have both if you choose the correct answer for each of these ten questions, and understand why these answers are correct.
1. A customer who complains is as follows:
A. always right
B. Almost right
C. Often lying
D. always the customer
2. Customers who complain:
A. had an unhappy childhood
B. are genetically predisposed to be sulky
C. Problem is that in their primary relationships
D. Are a service to identify what is not working in your company or organization
3. The best reward for your customer service representatives is as follows:
A. earplugs and boxing bags
B. Valium or other mind numbing drugs
C. The recognition and appreciation from you
D. Anger Management Seminars
4. CRM means:
A. Rarely customers Matter
B. Can 't remember that well
C. Random Communicating Meaning
C. Client rudimentary Managed
E. Customer Relationship Management
5. Customers who complain want. . .
A. something for nothing
B. To be heard and have their experience validated
C. Mouth to the sport of it
D. To be members of society
6. Customer service:
A. The afterthought that cleans up damage to other services, because
B. Building customer loyalty
C. are leaders in understanding the behavior patterns of customers and market research
7. For a company to be considered based on service:
A. You must speak to customer service, in its Statement of Intent
B. Least 18 years. 3% of its employees must work in customer service
C. Its leaders have long had an RSC
D. Customer service must be addressed by all services
8. A call center is defined as follows:
A. The midpoint of the duration of a call
B. A revenue sink hole
C. A place where the East-the-road calls coexist with liberal and arch-conservative calls
D. Un endroit où les problèmes et les plaintes Judgments deviennent des succès pour votre entreprise et vos clients
9. Customer Service is as follows:
A. Management program of medical care for clients
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy in which the client is wrapped in service even before a problem arises
10. Customer Service Culture is
A. A new form of yogurt where you remove the lid for you
B. Behavior that is analyzed in a Petrie dish for contagions
C. A civilization in which everyone smiles and greets you when they meet
D. An environment where customer service permeates the thinking of the whole enterprise
KEY
1. C. Customers are often wrong, but have never ceased to be the customer. Rightly or wrongly, must be respected and treated. Focus on the teachings of their offerings complaint.
2. D. Customers complained indicate systemic problems, before driving more customers. Their complaints are many more customers from those who can not spend the time to talk about problems, rather than leaving you to your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take time to celebrate collectively and individually. Whether through cards, gifts, surprises, outings and special thanks to corporate functions, know how important, valued and appreciated that you and society.
4. E. CRM refers to systems designed to monitor and respond to the whims and preferences of each customer over a lifetime. CRM involves managing customer relationships in the long term by participating in their individual needs.
5. B. Complaints from customers have different needs. Implicit in their actual complaint is also need to be heard and recognized their unhappiness. Correcting this problem is important. Is to leave in order to understand their displeasure and feel for them. The one without the other is an incomplete remedy for complaints of customers. Do not forget the emotional component in complaints.
6. B and C. When you solve a problem for a customer actually build trust and loyalty. Have you tried you stand behind your products or services, offering customers a feeling of warmth and fuzzy safety and protection. Moreover, it touches the pulse of the customer. Their complaints and feedback give valuable information on how your products are assembled, documented, sold and stand. Listening to customers tells you a lot about your products and services (and even your competitors) to customers of the real life. It's priceless!
7. D. A service orientation is to exceed customer service. All departments must understand and model good customer service for the company to be considered strong in service. Many problems can be avoided from the outset by the participants to customer service. Because the customer service burden of service to the entire society. Not operate under the motto "never enough time to do it right but always enough time to do it." Get It Right at the source in all departments.
8. D. Make your call center is a shining example of your company's commitment to its customers. Your center is a visible symbol of your company's commitment to customer success.
9. D. Customer service is a philosophy where customers are supported by a company – each time they are customers. The cure is not only to be administered as a salve for problems. Demonstrate care from the beginning and your customers will flock to your products and services.
10. D. Customer Service Culture is the infusion of the ideals of service in every department, sales, shipping and receiving of legal, human resources and beyond.
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