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

Customer perceptions are the opinions created about service during and after a transaction. True False

Giving somebody power or authority is referred to as customer perception. customer turnoff. customer loyalty. empowerment.

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

The CSR's role, in general, is to answer questions, solve problems, take orders, resolve complaints, and share customer concerns with management. 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

Which duty is not included in a CSR job description? Helps develop and maintain customer loyalty Provides in-house support for salespeople whenever a customer requires information or assistance Represents the customer's interests...

Disappointed customers will leave an organization and take their business elsewhere, and poor service is responsible for much of the disappointment experienced by customers. True False

The best way to maximize the value of a positive first impression is to reinforce it with favorable experiences throughout the course of future interactions. True False

Customer loyalty cannot be earned. True False

Regardless of what a company does to make a profit in terms of the product or service it provides, the company is also in the business of providing customer service. True False

Companies typically do not look for a variety of character traits, abilities, and experience levels for customer service jobs because the job is easy. True False