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Customer Service Questions -- True or False? |
True |
False |
| 1. |
Customers are more easily satisfied if their expectations
are effectively managed. |
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| 2. |
In responding to a frustrated customer's question, it's a
good idea to immediately offer a solution. |
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| 3. |
Most upset customers will calm down if you offer a sincere
apology. |
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| 4. |
If a customer gets the wrong idea from a sales rep, its okay
to tell the customer that sales will say anything to make a
sale. |
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| 5. |
When a customer calls for technical support, its realistic
to require them to explain the problem in technical language. |
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| 6. |
When you answer a call, and the customer really needs to resolve
the issue with another department, it's your responsibility
to make sure the customer reaches someone who can help. |
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| 7. |
When dealing with an angry customer face to face, making no
eye contact and looking away will feel better for you and the
customer. |
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| 8. |
When dealing with an abusive customer on the phone, it's important
to hang up right away. |
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| 9. |
On a technical help desk, the agents who are the smartest
technically are always rated most helpful and customer friendly
by the customer. |
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| 10. |
After resolving a customer complaint, the customer is impressed
with your customer service if you contact them to make sure
they're satisfied and thank them for their business. |
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| 11. |
Customers trust you more if they have problems with your product
or service and receive speedy resolution, than if they have
no problems with your product at all. |
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| 12. |
The most credible advertising is a satisfied customer. |
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