Customer Service Management
Exam Bank
Course Introduction
Customer Service Management explores the principles and best practices necessary to deliver exceptional service experiences in a variety of organizations. The course covers topics such as customer relationship management, communication strategies, handling complaints, service recovery, and the use of technology in enhancing customer interactions. Emphasis is placed on understanding customer expectations, measuring satisfaction, and developing strategies to foster customer loyalty. Students will learn practical skills for managing service teams, designing effective service processes, and aligning service delivery with organizational goals to create competitive advantage.
Recommended Textbook
Customer Service Skills for Success 6th Edition by Robert W. Lucas
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10 Chapters
550 Verified Questions
550 Flashcards
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Page 2
Chapter 1: The Customer Service Profession
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Sample Questions
Q1) According to the Census Bureau and the Bureau of Labor Statistics,state and local governments are classified as the service sector while the federal government isn't.
A)True
B)False
Answer: False
Q2) Organizations such as the International Council of Customer Service Organizations (ICCSO)work to help develop and promote service and professional excellence standards throughout the world.
A)True
B)False
Answer: True
Q3) The customer is a key component of the customer service environment that is directly under the control of the service provider and staff.
A)True
B)False
Answer: False
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Chapter 2: Contributing to the Service Culture
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Sample Questions
Q1) Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.
A)True
B)False
Answer: False
Q2) Typically,in organizations that demonstrate a strong commitment to customer service,the status quo is acceptable.
A)True
B)False
Answer: False
Q3) In a direct contact environment,customers interact directly with people.
A)True
B)False Answer: True
Q4) Companies that are customer-centric typically view customers from the standpoint of what company products or services they use.
A)True
B)False Answer: False
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Chapter 3: Verbal Communication Skills
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55 Flashcards
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Sample Questions
Q1) In evaluating your customer service attributes,asking those with whom you interact regularly to give you feedback can be helpful.
A)True
B)False
Answer: True
Q2) The business of customer service ____.
A) encourages one-way communication
B) is about achieving profits
C) is all about people
D) discourages feedback
Answer: C
Q3) Why is nonverbal feedback more powerful than spoken or written feedback?
A) Verbal feedback is often subject to interpretation.
B) Nonverbal feedback increases the chance of ambiguity.
C) Nonverbal feedback prohibits negative feedback.
D) Verbal feedback considers distortion.
Answer: A
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Page 5
Chapter 4: Nonverbal Communication Skills
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Sample Questions
Q1) Pitch,volume,rate,quality,articulation and other attributes are known as ____.
A) vocal cues
B) spatial cues
C) verbal fillers
D) proxemics
Q2) The key to reading body language is to realize that your interpretation should be used only as an indicator of the true meaning.
A)True
B)False
Q3) The term gender communication is used to refer to communication between males and females.
A)True
B)False
Q4) _____ refers to the manner or clarity in which verbal messages are delivered.
A) Pupilometrics
B) Proxemics
C) Malapropism
D) Articulation
Q5) What are clusters?
Q6) Explain the impact of culture in customer interaction and service.
Page 6
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Chapter 5: Listening Skills
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Sample Questions
Q1) Listening effectively is the primary means that many customer service professionals use to determine the needs of their customers.
A)True
B)False
Q2) Many companies offer programs to help employees deal with personal and performance issues.These programs are often called ____.
A) the cafeteria blend
B) employee assistance programs
C) employee relations group help
D) the listening gap
Q3) _____ is the ability to gain,store and retain information in the brain for later application.
A) Comprehension
B) Response
C) Recognition
D) Memory
Q4) The first phase in active listening is hearing or receiving the message.
A)True
B)False
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Chapter 6: Customer Service and Behavior
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Sample Questions
Q1) People whose preferences are the inquisitive style:
A) communicate informally.
B) like to be on a first-name basis.
C) like to be with people even in leisure activities.
D) use cool and brief handshakes, often without a smile.
Q2) Briefly state and explain the behavioral differences between rational and inquisitive styles.
Q3) The way a person acts or reacts under certain circumstances is known as ____.
A) primary behavior pattern
B) service recovery
C) thought speed
D) disparate treatment
Q4) A nonverbal cue of someone who is expressive is a(n):
A) forceful tone.
B) active body language.
C) short attention span.
D) fleeting eye contact.
Q5) Everyone has perceptions about the people and events they encounter.
A)True
B)False
8
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Chapter 7: Service Breakdowns and Service Recovery
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Sample Questions
Q1) Motivational devices that cause customers to seek out specific types of products or services are referred to as customer needs.
A)True
B)False
Q2) The first step in the emotion-reducing model is to:
A) apologize for the inconvenience, frustration, and mistreatment.
B) offer alternatives to satiate the customer's needs.
C) blatantly accommodate every wish of the customer.
D) frame the problem resolution with customer-focused messages.
Q3) How would one demonstrate empathy in a problem resolution with a customer if they are prohibited from helping the customer?
Q4) What are the six steps in the problem-solving model?
Q5) List any five work behaviors to adopt that can build internal relationships.
Q6) What are the five phases to the service recovery process?
Q7) The key to helping resolve service breakdowns is to frame your problem resolution with customer-focused messages through the use of the emotion-reducing model.
A)True
B)False
Page 9
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Chapter 8: Customer Service in a Diverse World
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Sample Questions
Q1) Diversity is a simple matter and difficult to deal with if you are fair to people and keep an open mind.
A)True
B)False
Q2) Adopting the beliefs of others is essential to accomplish the goal of providing excellent service to the customer.
A)True B)False
Q3) Values are based on deeply held beliefs of a culture or subculture.
A)True
B)False
Q4) Diversity presents challenges,but enriches our lives as we grow professionally. A)True
B)False
Q5) Polychronic refers to the perception of time as being a central focus with deadlines being a crucial element of societal norms.
A)True B)False
Q6) List any five strategies for servicing customers with hearing disabilities.
Page 10
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Chapter 9: Customer Service Via Technology
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Sample Questions
Q1) An important thing to remember about e-mail is that it is sometimes unreliable.
A)True
B)False
Q2) Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.
A)True
B)False
Q3) Which of the following statements is true about social media?
A) It is considered to be the most expensive means of getting information out.
B) It is the least preferred medium of marketing for companies.
C) It always leaves a negative impact on the company's image since employees discuss their job, talk about issues, and vent their frustrations.
D) It provides a wealth of opportunity for companies that want to share their message about products and services with the world.
Q4) The present operations that use technology are considered to be labor-intensive.
A)True
B)False
Q5) List four advantages of telephone communication.
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Chapter 10: Encouraging Customer Loyalty
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Sample Questions
Q1) Short term customer relationships are the ones that sustain organizations.
A)True
B)False
Q2) A tip that can help provide quality service to customers is:
A) address the customer using his or her first name irrespective of their consent.
B) stay aware of the competition and the products offered by the competitor.
C) to focus on features of a product or service and not its benefits.
D) deny accountability while attending to the customer.
Q3) _____ conducted by greeters,hosts,or hostesses as customers leave a facility.
A) Customer survey
B) Exit interviews
C) Follow-up telephone surveys
D) Shopper surveys
Q4) A subtle way to show your ability to adapt is by quickly learning and mastering new technology systems to respond to the customer more efficiently.
A)True
B)False
Q5) List any five ways to show respect for to customers.
Q6) List the components in the customer relationship management process.
Page 12
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