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...

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

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

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

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

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

A customer says, "I didn't get my money's worth on this product." This is called a(n) value turnoff. system turnoff. organizational turnoff. people turnoff.

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

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

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

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