Question

Treat your internal customers as you would like to be treated is the golden rule to follow in customer service. *

3 points

True

False

Even though feedback can help us in knowing our customer opinion and experience; however, all customers should be given the same rewards as a way of appreciation. *

3 points

True

False

The more creative the customer service providers are, the more the customers will be satisfied. *

3 points

True

False

External customers are known to be the coworkers. *

3 points

True

False

When you go to the cinema and expect relaxing chairs with massaging option, this is considered as a secondary expectation. *

3 points

True

False

When using brainstorming as a problem solving strategy, a leader must be assigned to facilitate sharing ideas. *

3 points

True

False

Employees needs to always use technology when communicating with customers to show their importance even if the customer prefers to be communicated with face-to-face. *

3 points

True

False

Primary expectations are enhancements to the secondary expectations. *

3 points

True

False

Customer service providers should not say sorry to customers because apologizing shows weakness in employee personality. *

3 points

True

False

When a customer criticizes your work as an employee, you should stand up and defend your position. *

3 points

True

False

A company with a good reputation doesn't need to have a strong financial status. *

3 points

True

False

Uploading manual video instructions is one example of customer service. *

3 points

True

false

Answer 1

1) Treat your internal customers as you would like to be treated is the golden rule to follow in customer service. *

This is true

. In spite of all the noise and hype involving customer service these days, it truly boils down to one simple, age-old truth, often referred to as the Golden Rule: "Treat others as you would want to be treated."

2) Even though feedback can help us in knowing our customer opinion and experience; however, all customers should be given the same rewards as a way of appreciation. *

This is False.

Providing customers with the rewards as a way of appreciation comes as a cost for the company,increasing expenses for the company.

Therefore,customer segmentation should be done based on their purchases and they should be rewarded accordingly.

Customer with higher purchase should be provided with higher rewards.

3)The more creative the customer service providers are, the more the customers will be satisfied. *

This is true.

Keeping your customers satisfied with your product or service is non-negotiable.

If customers are unhappy, they won't just leave you, they'll add salt to the wound, leaving you for one of your competitors, and the last thing any business needs after a blow to the wallet is a bruised ego.

Therefore,The more creative the customer service providers are, the more the customers will be satisfied.

3) External customers are known to be the coworkers. *

This is False

An external customer is a person who is not directly connected to your organization other than by purchasing your product or service. This customer could be a one-time purchaser or a person who’ve you worked with long-term and to whom you’ve provided add-ons or customization options. External customers are also known as “clients” or “accounts.

4) When you go to the cinema and expect relaxing chairs with massaging option, this is considered as a secondary expectation. *

This is true

Secondary expectations are expectations based on our previous experiences. So if we follow the restaurant dining example, our secondary expectations are to have good service, to be treated with courtesy, and to receive tasty food.Likewise, When you go to the cinema and expect relaxing chairs with massaging option, this is considered as a secondary expectation

A customer’s expectations change constantly, and each customer will have his or her own set of expectations. While this can be challenging, it provides a unique opportunity for us to strive to meet and exceed customer expectations,

By understanding customer expectations and knowing how to set, meet and even exceed them, you can go a long way to achieving high customer satisfaction.

5) When using brainstorming as a problem solving strategy, a leader must be assigned to facilitate sharing ideas. *

This is true.

Brainstorming is a group creativity technique by which efforts are made to find a conclusion for a specific problem by gathering a list of ideas spontaneously contributed by its members.

A skilled discussion leader should lead and coordinate the brainstorming sessions. This leader can motivate members, correct mistakes, and provide a clear standard of work. They can also be used to keep track of all the ideas and make sure that these ideas are available to everyone.

6) Employees needs to always use technology when communicating with customers to show their importance even if the customer prefers to be communicated with face-to-face. *

This is False.

Preference of customer should be the company’s priority.

If the customer prefers to be communicated with face-to-face,then the same method should be adopted to deal with that customer, otherwise the business could end up losing customers due to poor customer service.Many customers are not tech savy and they are not comfortable in making the communication using technology.