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Customer Service Final Study Guide
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Customer Service Final Study Guide
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25 Questions

1. This System Routes Incoming Calls To The Next Available Agent Based On The Number Called.

2. A Focus On The Need For Service Providers To Build Strong Bonds With Customers Is Called:

3. The Mechanism Or Strategies Used By An Organization To Provide Service To Customers Is Known As:

4. A Practice Of A Message Receiver Giving Back In His Or Her Own Word What He Or She Believes A Sender Said.

5. If Service Is Going To Be Delayed Or Take Longer Than Planned:

6. Employees Of Other Departments Or Branches - Coworkers And Other People Who Work Within The Same Organization Are:

7. If You Are To Understand And Serve People Who Might Be Different From You - You Must First Become Aware:

8. The System Of Identifying Issues - Determining Alternatives For Dealing With Them - Then Selecting And Monitoring A Strategy For Resolution Is Known As:

9. The Different Characteristics - Values - Beliefs And Factors That Make People Different Yet Similar Are Known As:

10. A Term Applied To An Ongoing Trend Of Information - Knowledge And Resource Sharing Around The World Is:

11. The Silent Bond Built Between Two People As A Result Of Sharing Common Interests Is Called:

12. Mental Factors That Can Cause A Shift In Focus In Interacting With Others Are:

13. The Customer Service Environment Is Made Up Of Six Components Of Which Customer - Organizational Culture - Human Resources - Products/Deliverables And Delivery Systems Comprise Five. The Sixth Component Is:

14. The Ability To Gain - Store And Retain Information In The Brain For Later Application.

15. The Best Suggestion To Provide Good Service Is:

16. Behaviors Attributed To Or Assigned By Societal Norms Are"

17. The Term That Refers To The Process Of Continually Evaluating Products And Services To Ensure That Maximum Effectiveness - Efficiency And Potential Are Being Obtained From Them Is:

18. Direct Benefits Of CRM Are All Of The Following Except:

19. The Process Of Righting A Wrong Or Correcting Something That Has Gone Wrong With Provision Of A Product Or Service To A Customer Is The:

20. The Expected Performance That Sends A Message Of Being Trustworthy And Honest And Having The Intent To Provide Quality Service Is Known As:

21. Groupings Of Nonverbal Behavior To Indicate Possible Positive Or Negative Intent Are Called:

22. This Is The Primary Means That Many Customer Service Professionals Use To Determine The Needs Of Their Customers.

23. The Phase Of The Listening Process In Which A Listener Focuses Attention On A Specific Sound Or Message.

24. A Phrase That Refers To The Differences And Similarities Attributed To Various Groups Of People Within A Culture Is Its:

25. The Dimensions Of Trust Used By Organizations To Create System And Staff Strategies That Foster Trust Include All The Following - Except:

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