This pre-course assessment is to test your level of understanding in customer service excellence. Don’t worry about making a mistake, this assessment is not graded.
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- Question 1 of 10
1. Question
1. Which of the following is a possible result of bad customer service?
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2. Question
2. Customers desire which of the following?
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3. Question
3. Customer service standards should meet customers’ expectations. In order to determine what is expected, which of the following methods would be the most effective?
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4. Question
4. Customer service is just as important for large businesses as it is for small businesses.
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5. Question
5. Customer service is not always natural, automatic, or coincidental.
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6. Question
6. First impressions are just as important as selling a quality product.
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7. Question
7. Which of the following is a component of customer service?
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8. Question
8. Service is a philosophy – not a department, a program, or a policy.
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9. Question
9. It is acceptable to keep a customer on hold indefinitely, provided you keep checking to make sure they are there and reassuring them that their call will be answered.
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10. Question
10. Eye contact with the customer is an effective way to help you listen.
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