customer service final exam study guide with all answers correct!!
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Course
Customer Service and Sales
Institution
Customer Service And Sales
customer service final exam study guide with all answers correct!!
A satisfied customer is a customer who enjoys the services and/or products that the organization provides
When training a CSR, it is important to show the new customer service representative what is expected and how the job funct...
customer service final exam study guide with
all answers correct!!
A satisfied customer is a customer who enjoys the services and/or products that the
organization provides CORRECT ANSWERS true
When training a CSR, it is important to show the new customer service representative what is expected and how the job functions are to be completed CORRECT ANSWERS true
Role playing with a customer service representative is not a way to analyze how the CSR will interact with customers in the future CORRECT ANSWERS false
It is important for customer service representative to remember that each customer is an individual CORRECT ANSWERS true
Practicing customer service skills is essential for a CSR to enhance how well he or she may react to future customers CORRECT ANSWERS true
Empowering CSRs is the same as monitoring their performance CORRECT ANSWERS true
Motivating customer service representatives is the same as encouraging their performance CORRECT ANSWERS true
When employers inhibit a CSR from utilizing their talents and skills, this is the same as not allowing CSRs to advance in their career CORRECT ANSWERS true
Address customer service problems immediately is better than allowing the problems CORRECT ANSWERS true
Demonstrating teamwork amongst customer service representative is the same as delegating to customer service reprenstative CORRECT ANSWERS false The best way to resolve conflicts is communication and having an open mind CORRECT ANSWERS true
Listening to each other when having a conflict is a positive way to understand where the misunderstanding may be in the communication CORRECT ANSWERS
true
Basic communication is when the receiver sends information to the sender CORRECT ANSWERS false
A channel, when communicating, can be any device or object to relay the information to another person CORRECT ANSWERS true
When communicating, it is easier to communicate when both parties do not have shared understanding CORRECT ANSWERS false
The aggressive communication style is a style where a person has an open minded, bitter, negative, and does not appreciate others CORRECT ANSWERS false
The aggressive communication style can be verbal/nonverbal it depends on the person CORRECT ANSWERS true
A customer that yells "don't ask me WHY JUST DO IT" has a passive communication style CORRECT ANSWERS false
A customer who is quite, smiles when he or she does not want to smile and says one thing but mean something else is using a passive communication style CORRECT ANSWERS true
The assertive communication style is an action oriented, open minded, and positive
style that customers as well as customer service representative can use CORRECT ANSWERS true
Telling a customer "please calm down" is the best way to relax an irate customer CORRECT ANSWERS false
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