Customer Service | Baamboozle - Baamboozle | The Most Fun Classroom Games!

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

empowerment

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

True

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

True

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

True

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

False

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

False

Service is easily managed because it doesn't involve many variables. True False

False

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

True

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

True

Customer loyalty cannot be earned. True False

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

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

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...

Avoids alerting upper management to trends or conditions with the company's products or services

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

True

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

True

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

people turnoff

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

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.

value turnoff

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

True

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

True

Customer-centric organizations make every effort to avoid customer turnoffs in their quest for customer loyalty. True False

True

Most people shift from one supplier to another because of dissatisfaction with service, not price or product offerings. True False

True

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

True

The beliefs about service a customer has before a transaction are called customer influences. customer perceptions. customer expectations. customer profiles.

customer expectations

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...

a moment of truth