| |
Customer Service Questions -- True or False? |
True |
False |
| 1. |
Customers are more easily satisfied if their expectations
are effectively managed.
| True. If customers know what to expect, they are
more likely to feel satisfied. |
|
True |
|
| 2. |
In responding to a frustrated customer's question, it's a
good idea to immediately offer a solution.
| False. The customer isn't listening for a solution
yet. It's important to soothe the customer's frustration
first. |
|
|
False |
| 3. |
Most upset customers will calm down if you offer a sincere
apology.
| True. Most customers want you to acknowledge that
they've been disappointed and want you to express some
regret. |
|
True |
|
| 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.
| False. You (and your organization) lose credibility.
Don't bad-mouth or play the blame game! |
|
|
False |
| 5. |
When a customer calls for technical support, its realistic
to require them to explain the problem in highly technical language.
| False. Most customers who call tech support are not
highly technical. It's realistic to require the tech support
rep to provide assistance at the customer's level of technical
understanding. |
|
|
False |
| 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.
| True. Customers are relying on you to be their 'guide'
within your organization. They appreciate your customer
service if you don't abandon them. |
|
True |
|
| 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.
| False. It will probably feel more comfortable for
you, but the customer will interpret it negatively: either
as a lack of interest, confidence, or as defensiveness. |
|
|
False |
| 8. |
When dealing with an abusive customer on the phone, it's important
to hang up right away.
| False. Tell the abusive customer you'd like to help
them, and will do so when the conversational tone is calm. |
|
|
False |
| 9. |
On a technical help desk, the agents who are the smartest
technically are always rated most helpful and customer friendly
by the customer.
| False. To the surprise of many help desk managers,
the agent who is the most persistent, conscientious and
has the best customer contact skills rates highest with
the customers. |
|
|
False |
| 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.
| True. Follow-up is one of the best ways to leave
your customer thinking: "Hey, that was excellent customer
service!" |
|
True |
|
| 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.
| True. It's not the absence of problems that develops
trust, but your reaction when things go wrong. Customers
want to know that no matter what happens, you care about
them and are on their side. |
|
True |
|
| 12. |
The most credible advertising is a satisfied customer.
| True. Positive word of mouth from a happy customer
is the most powerful and least expensive advertising.
How does your organization create positive word of mouth
advertising? |
|
True |
|
