Eastern Gateway Community College
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Verbal and Nonverbal Communication_Module Quiz_Unit 2_Lesson 4
Understanding the Customer_Module Quiz_Unit 2_Lesson3.
Building Customer Relationships_ Module Quiz_Unit 1_Lesson 2
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 million customer service jobs in the United States. 
 True
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 million customer service jobs in the United States. 
 True 
Que...
Building Customer Relationships_ Module Quiz_Unit 1_Lesson 2
Understanding the Customer_Module Quiz_ Unit 2_ Lesson 3
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...
Professionalism in Difficult Situations_Module Quiz_Unit 3_Lesson 5
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 followin...