100% satisfaction guarantee Immediately available after payment Both online and in PDF No strings attached
logo-home
Previously searched by you
Previously searched by you
logo
Customer service final exam study guide questions and answers 100% verified. CA$16.59   Add to cart
Quickly navigate to
Preview
  2.  
  3. Customer Service
  4.  
  5. Customer service

Exam (elaborations)

Customer service final exam study guide questions and answers 100% verified.
 8 views  0 purchase
  • Course
  • Customer service
  • Institution
  • Customer Service

Customer service final exam study guide questions and answers 100% verified. A satisfied customer is a customer who enjoys the services and/or products that the organization provides - correct When training a CSR, it is important to show the new customer service represent...

[Show more]

Preview 2 out of 5  pages

Document information

  • October 11, 2023
  • 5
  • 2023/2024
  • Exam (elaborations)
  • Questions & answers

Subjects

  • customer service final exam study guide questions

Written for

  • Customer service
  • Customer service

Seller

avatar-seller
techgrades

Reviews received

Content preview

Customer service final exam study guide questions and answers 100% verified. A satisfied customer is a customer who enjoys the services and/or products that the organization provides - correct answers.true When training a CSR, it is important to show the new customer service representative what is expected and how the job functions are to be completed - correct answers.true Role playing with a customer service representative is not a way to analyze how the CSR will interact with customers in the future - correct answers.false It is important for customer service representative to remember that each customer is an individual - correct answers.true Practicing customer service skills is essential for a CSR to enhance how well he or she may react to future customers - correct answers.true Empowering CSRs is the same as monitoring their performance - correct answers.true Motivating customer service representatives is the same as encouraging their performance - correct answers.true When employers in hibit a CSR from utilizing their talents and skills, this is the same as not allowing CSRs to advance in their career - correct answers.true Address customer service problems immediately is better than allowing the problems - correct answers.true Demonstrating teamwork amongst customer service representative is the same as delegating to customer service reprenstative - correct answers.false The best way to resolve conflicts is communication and having an open mind - correct answers.true Listening to each other when having a conflict is a positive way to understand where the misunderstanding may be in the communication - correct answers.true Basic communication is when the receiver sends information to the sender - correct answers.false A channel , when communicating, can be any device or object to relay the information to another person - correct answers.true When communicating, it is easier to communicate when both parties do not have shared understanding - correct answers.false The aggressive communication style is a style where a person has an open minded, bitter, negative, and does not appreciate others - correct answers.false The aggressive communication style can be verbal/nonverbal it depends on the person - correct answers.true A custom er that yells "don't ask me WHY JUST DO IT" has a passive communication style - correct answers.false A customer who is quite, smiles when he or she does not want to smile and says one thing but mean something else is using a passive communication style - correct answers.true The assertive communication style is an action oriented, open minded, and positive style that customers as well as customer service representative can use - correct answers.true Telling a customer "please calm down" is the best way to relax an irate customer - correct answers.false Using positive body language is very important when approaching a customer no matter if he or she is aggressive, passive or assertive - correct answers.true It is important to remember that customer service skills are needed whenever dealing with people not just in the retail industry - correct answers.true Appreciating knowledge received from an individual is one of the biggest advances a person can take whe n working in customer service - correct answers.true It's not what you say, but how you say it is Ms. Toomer's favorite quote when handling others - correct answers.true Characterizing a good listener is someone who is listening with an open mind and tri es to be empathetic to the other person's point of view - correct answers.true

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

Guaranteed quality through customer reviews

Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.

Quick and easy check-out

Quick and easy check-out

You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.

Focus on what matters

Focus on what matters

Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!

Frequently asked questions

What do I get when I buy this document?

You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.

Satisfaction guarantee: how does it work?

Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.

Who am I buying these notes from?

Stuvia is a marketplace, so you are not buying this document from us, but from seller techgrades. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for CA$16.59. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

75323 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling
CA$16.59
  • (0)
  Add to cart