1. (TCO 9) How many people is an unhappy customer likely to
tell about a bad experience? (Points : 10)
One
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)
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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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