Eastern Gateway Community College
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Problem Solving in Customer Service_Module Quiz_Unit 3_Lesson 6 
Question 1 
The transformation of the internet into a social platform has resulted in a power shift 
from sellers to buyers. 
 True 
Question 2 
Customer relationships with an emotional dimension. 
 take more effort to create, and are even harder to break 
Question 3 
A CSW can retain control of a challenging customer service situation by listening, 
empathizing, and taking charge. 
 True 
Question 4 
Which of the
Verbal and Nonverbal Communication_ Module Quiz_Unit 2_Lesson 4 
Question 1 
The tone of voice you use when dealing with customers is especially important on the 
phone, when nonverbal cues are missing from the conversation. 
 True 
Question 2 
Customer service agents should strive to smile at all times when dealing with a 
customer, even when the customer is expressing anger or frustration. 
 False 
Question 3 
You can better understand the full meaning of a message by paying special atte...
Verbal and Nonverbal Communication_ Module Quiz_Unit 2_Lesson 4 
Question 1 
The tone of voice you use when dealing with customers is especially important on the 
phone, when nonverbal cues are missing from the conversation. 
 True 
Question 2 
Customer service agents should strive to smile at all times when dealing with a 
customer, even when the customer is expressing anger or frustration. 
 False 
Question 3 
You can better understand the full meaning of a message by paying special atte...
Understanding the Customer_Module Quiz_ Unit 2_ Lesson 3 
Question 1 
Marketing is in the need-fulfilling business. 
 False 
Question 2 
A customer service worker who helps a customer to better understand their purchased 
product or service is fulfilling a customer need. 
 True 
Question 3 
A basic deficien
Building Customer Relationships_ Module Quiz_Unit 1_Lesson 2 
Score for this attempt: 20 out of 20 
Question 1 
Success as a customer service worker depends on the ability to connect with customers on a personal 
level. 
 True 
Question 2 
The largest majority of customers who leave a company for good say the primary reason was. 
 bad s
Customer Service in Organizations_Module Quiz_Unit 1 
Score for this attempt: 20 out of 20 
Question 1 
Effective communication, good interpersonal abilities, and________________ are basic qualifications to 
become a customer service worker. 
 fundamental computer and telephone skills 
 Question 2 
A customer service worker ma
Customer Service in Organizations_Module Quiz_Unit 1 
Score for this attempt: 20 out of 20 
Question 1 
Effective communication, good interpersonal abilities, and________________ are basic qualifications to 
become a customer service worker. 
 fundamental computer and telephone skills 
 Question 2 
A customer service worker may work from a manual that provides solutions to problems. 
 True 
Question 3 
There are more than 2 m
Building Customer Relationships_ Module Quiz_Unit 1_Lesson 2 
Score for this attempt: 20 out of 20 
Question 1 
Success as a customer service worker depends on the ability to connect with customers on a personal 
level. 
 True 
Question 2 
The largest majority of customers who leave a company for good say the primary reason was. 
 bad service from just one employee 
Question 3 
It can cost five times as much to attract a new customer as it costs to keep an old one. 
 True 
Question 4 
A...
Understanding the Customer_Module Quiz_ Unit 2_ Lesson 3 
Question 1 
Marketing is in the need-fulfilling business. 
 False 
Question 2 
A customer service worker who helps a customer to better understand their purchased 
product or service is fulfilling a customer need. 
 True 
Question 3 
A basic deficiency of a particular essential item is known as a need. 
 True 
Question 4 
To provide
Verbal and Nonverbal Communication_ Module Quiz_Unit 2_Lesson 4 
Question 1 
The tone of voice you use when dealing with customers is especially important on the 
phone, when nonverbal cues are missing from the conversation. 
 True 
Question 2 
Customer service agents should strive to smile at all times when dealing with a 
customer, even when the customer is expressing anger or frustration. 
 False 
Question 3 
You can better understand the full meaning of a message by paying special atte...