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Q 1/8
Score 0
If a customer service associate is unable to do what a customer asks, the associate should avoid
30
Offering alternatives
Quoting organizational policy regarding the customer's request
Making specific statements
Explaining why it cannot be done
Q 2/8
Score 0
The ability to provide the promised service or product dependably and accurately may be defined as
30
courtesy
responsiveness
reliability
assurance
8 questions
Q.
If a customer service associate is unable to do what a customer asks, the associate should avoid
1
30 sec
Q.
The ability to provide the promised service or product dependably and accurately may be defined as
2
30 sec
Q.
To be most useful to an organization, feedback received from customers should be each of the following except
3
30 sec
Q.
Once a customer problem is identified, each of the following should become a part of the resolution process except
4
30 sec
Q.
A customer service associate strives to be prompt when addressing customer complaints. Which service factor is the representative demonstrating?
5
30 sec
Q.
Customer service associates will achieve the best results if they strive to represent
6
30 sec
Q.
A person approaches you and tells you of many complaints he has about your department. you should first
7
30 sec
Q.
A customer appears to be mildly irritated when lodging a complaint. it is most appropriate for an associate to demonstrate ____________in reaction to the complaint.
