1. (TCO 9) How many people is an unhappy customer likely to tell about a bad experience? (Points : 10)
Three to five
10 to 20
30 to 40
Question 2.2. (TCO 4) What is one of the benefits of treating customers fairly to generate customer loyalty? (Points : 10)
They will always refer 15 people to you.
It will generate positive feelings.
They will always put up positive reviews online.
It will generate a sense of accomplishment.
Question 3.3. (TCO 1) Which of these customer service core competencies reflects the fact that the service environment is always fluid and changing? (Points : 10)
Ability to manage knowledge
Predisposition for continuous improvement
Ability to use empowerment
Ability to manage change
Question 4.4. (TCO 13) Which of these is not true of electronic customer service via websites? (Points : 10)
Electronic customer service can produce frustrated customers.
Electronic customer service can completely replace phone calls.
Your company can end up with a failed website.
Installing an electronic customer service solution can be costly.
Question 5.5. (TCO 2) Which one of these is not regarded as a potential turnoff to customers? (Points : 10)
Advertised sales items not in stock
Having to drive to the store
High-pressure sales tactics
Noisy shopping or service environments
Question 6.6. (TCO 3) Which of the following is not a best practice for phone conversations? (Points : 10)
Address people with courtesy titles
Keep your conversation businesslike
Keep your conversation tactful
Always try to sell the customer an upgrade
Question 7.7. (TCO 5) Which of these company behaviors can prevent receiving customer feedback entirely? (Points : 10)
Having a minimum phone conversation time
Mailing thank-you notes
Having a “no complaints” policy
Creating a recognition culture in your company
Question 8.8. (TCO 7) Which of the following listening tips can prevent you from “correcting” customers? (Points : 10)
You should listen for more than just facts.
You should be patient and defer disagreement.
You should try counterattitudinal advocacy.
You should solicit clarification.
Question 9.9. (TCO 7) What does having an escalation policy mean for customer service? (Points : 10)
Never talk about something until a customer does
Always try to “one-up” the competition
Know when managers need to be involved
Giving a bigger refund than the sales price
Question 10.10. (TCO 2) Which is true of customers who are satisfied? (Points : 10)
They may be “inert”, or just not unsatisfied.
They can never be dissatisfied again.
They will always be loyal customers.
They will be motivated to increase their dealings with you.
Question 11. 11. (TCO 8) A customer has written a complaint on your website about your company’s latest video game. The game content is too violent, she feels, for the rating that the ESRB assigned to it. Her middle-school age son was able to buy the game without parental approval, by saving his allowance and going to the store with her ex-husband. She found her son playing the game with his friends, and was appalled that such a product was not better screened. Your company produced the game with teens in mind, and was going for a higher rating. Your company was actually disappointed that the game did not receive the higher rating, because now there is a marketing problem since the rating does not match the audience. Your management is currently exploring putting a warning label on the game, but the initial run has already shipped. There is no way to influence the rating board’s decision short of recalling the game and re-releasing it with a different title (something your management won’t do). Address the customer’s concern by drafting a response post that you would use to reply to her via the website. (Points : 25)
Question 12. 12. (TCO 6) A female telephone customer says the following: “Hey, I don’t want to be a drag, but I’ve been hanging on this phone line for 15 minutes. You people cancelled my call blocking service when I added voicemail to my system. What am I paying you for the call blocking now? I haven’t had it for three weeks, and I’ve been getting all these annoying telemarking robocalls at two in the morning, and I don’t even pick them up, you know, most of them are dead air or just a computer, and I know that if you pick them up. They just add your name to a target list and then they keep calling and calling. Some of them are fake charities and I don’t even want to guess where the money goes. I mean, if you read up on these things, what they say is that maybe ten percent goes to the actual charity and then the rest of it they just keep. All they have to do is buy an autodialer, and then maybe get a phonebook, and then they just start collecting money from these supposed donations. If I’m going to give money to a charity, I know they all have overhead, but I want most of it to actually go to the people I’m supposed to be supporting. So, yeah, I had like 20 phone numbers on the list, and I guess they’re all gone, now, when you cut off that service, right? What happens now? I didn’t write down any of the numbers, I just blocked them when they came up, and some of them I can’t get back because the callerID is spoofed — it’s a different number or a fake number that shows up when you see it calling, but you can still block it because the system knows about it, and how to see inside the fake number, but all those are gone now and I’ve been paying for the service for three weeks and getting the calls anyway.”
Indicate at what point you would have given her verbal or nonverbal feedback, and what form it would take. Then, paraphrase her response, looking for the essence of the complaint. Imagine that you are talking directly to the customer as you type your response. (Points : 25)
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