Final Quiz

Select the correct answer: An administrative assistant prepares research and documentation for another department. What type of customer does the assistant serve?

True or False: Customer service must be measured in order to know what’s working.

Select the correct answer: Knowing my own values and goals helps me to deliver better service because:

True or False: A call should only be transferred if the person transferring cannot help the caller and is sure that whomever the call will be transferred to can help.

True or False: Deadlines for customer service goals will only add stress.

Select the correct answer: Paying attention to the critical elements of customer service helps our company to be more profitable. A commitment to customer service must be demonstrated by:

True or False: You should apologize when a customer has made a complaint. It doesn’t matter who is at fault; you need to acknowledge that a problem occurred and show concern.

True or False: You don’t need to follow up on a customer complaint if they left the store feeling happy.

True or False: In order to be successful, we must exceed customer expectations.

True or False: Visualizing a successful outcome to a situation will help lower your stress.