A baseline standard is the minimum level of service it takes to satisfy customers under ordinary circumstances. True False

Positive first impressions are generally not influenced by customer service representatives' personal habits. True False

Which turnoff occurrences are most often associated with poor customer service? value turnoffs system turnoffs people turnoffs all of the above

When hiring customer service professionals, companies should look for a helping attitude. True False

An episode in which a customer comes in contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression is called a moment of truth. empowerment. a first impression. none of the abov...

Exceptional customer service is a mindset that defines each company's culture. True False

Customer loyalty cannot be earned. True False

The best way for a company to survive in the current marketplace is to raise prices and target only those customers who can afford to pay them. True False

In some companies, superior service just happens naturally. True False

Workers who do not have a very specific service skill set are still great candidates for the position of customer service representative. True False

True empowerment means that employees can bend the rules to do whatever they have to do (within legal bounds) to take care of the customer. True False

Taking initiative, being optimistic and tolerating frustration well are all characteristics of an exceptional CSR. True False