Silly Service Has Its Serious Side: Test your Customer Service Knowledge!

Who says it is serious? Customer service can be very silly. Take this fun quiz to test your knowledge of customer service. You can be as a selection of services, whether the correct answer to each of these ten questions, and understand why these answers are correct.

1. A customer complains:
A. Always right
B. Almost right
C. Often extends
D. Whenever the client

2. Customers who complain:
A. Has unhappy childhood
B. Åre genetically predisposed to be sourpusses
C. Have problems in their primary relationships
D. Åre doing a service to identify what is not working in your business or organization

3. The best reward for your customer service representatives is:
A. earplugs and punching bags
B. Valium or other mind numbing drugs
C. Recognition and appreciation on their part
D. Anger management seminars

4. CRM stands for:
R. Customers rarely Matter
B. Do not remember much
C. Random Communication Meaning
D. Rudimentarily Managed Client
E. Customer Relationship Management

5. Customers who complain want. . .
A. Something for nothing
B. To be heard and have their experience validated
C. ventilation for the sport of the same
D. To be shareholders of the company

6. Customer Service:
A. Åre the last minute cleaning kitchens cause other departments
B. Building customer loyalty
C. Customer åre leaders in understanding patterns of behavior and market research

7. For a company to be considered service-oriented:
A. It must mention customer service in its mission statement
B. At least 18.3% of its employees must work in the customer service department
C. Their managers should also have CSR
D. Customer service should be handled by all departments

8. A Call Center is defined as:
A. The median duration of a phone call
B. A revenue sink hole
C. Means a place where the road calls coexist with liberal and arch-conservative calls
D. A place where complaints and problems are converted into successful saves for your customers and your business

9. Customer service is:
A. A managed care medical program for customers
Nifty alliterative B. A phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy where the customer is wrapped in service even before a problem arises

10. Customer Service Culture is
A. A new kind of yogurt that you remove the lid for you
B. Behavior to be analyzed in a Petrie dish for contagions
C. An ancient civilization in which everyone smiles and welcomes you when they meet
D. An environment where customer service permeates the thinking of the whole enterprise

KEY

1. D. Customers are often wrong but never stop being the customer. Good or bad that may be the respect and care. Focusing on information provided your complaint.

2. D. Complaining customers to warn you before the systemic problems that go to more customers. Their complaints are many more customers who can not pass up the opportunity to tell you about the problems, rather than allowing its competitors.

3. C. The staff deserves and thrive on recognition and appreciation. Take time to celebrate collectively and individually. Whether through cards, gifts, surprises, outings and awards in the company functions, let them know how important, valued and appreciated for you and the company.

4. E. relates to CRM systems to track and respond to each customer’s whims and preferences throughout their lives. CRM is about managing customer relationships in the long term to meet their individual needs.

5. B. Complaining customers have several needs. Implicit in their actual complaint is also the need to be heard and their unhappiness acknowledged. Solving the problem is important. Therefore, it is let them know you understand their displeasure and feel for them. One without the other is an incomplete customer complaints. Do not forget the emotional component in complaints.

6. B and C. When solving a problem for a client who really build the trust and loyalty. You have proved that they are behind their products or services, giving customers a warm and fuzzy feeling of safety and security. Furthermore, touching the pulse of the customers. Their complaints and provide valuable information on how their products are assembled, documented, sold and hold up. Listening to customers says a lot about your company’s products and services (and their competitors, too) from real life customers. That’s invaluable!

7. D. Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company that is considered strong in service. Many problems can be avoided by providing assistance directly to the customer. Why the customer service department carry the weight of service for the entire company. Not operating in the adage “never enough time to do it right but always enough time to do more.” Doing well in the source in all departments.

8. D. Make your call center is a shining example of his company’s commitment to its customers. Its center is a visible symbol of its commitment to customer success.

9. D. Customer service is a philosophy where customers are served by a company – all the time who are the customers. Care is not only to be administered as a balm for the problems. Demonstrate care from the outset and their clients come to their products and services.

10. D. Customer Service Culture is the infusion of service ideals into every department, from sales, shipping and receiving to justice, human resources and beyond.