6th Customer Service Factors

Presentation

•

Business

•

12th Grade

•

Practice Problem

•

Medium

Latoya Cousins

Used 8+ times

FREE Resource

14 Slides • 8 Questions

Evaluation of Customer Service

Customer Service Factors

Multiple Choice

All the factors are important when evaluating good customer service EXCEPT...

Lead Time

Cycle Time

Production Time

Dependability

Multiple Choice

What are some of the benefits of time management?

Greater productivity & efficiency

Increased stress

Missed deadlines

Poor work quality

Multiple Choice

Dependability means doing what you say you will do.

True

False

Multiple Choice

A consequence of poor customer service is

Attracting new customers

A decrease in profits

Happier employees

Customer Loyalty

Multiple Choice

The measurement if a product or service meets a customer's expectations is called ...

Customer loyalty

Consumer affiliation

Customer satisfaction

Rate of return

Multiple Choice

Which is a way to gain customer satisfaction?

Confidence in service

Not dealing with problems

Slow service

Long queues

Multiple Choice

Communication based on a speaker’s body and voice, rather than on the use of words, is called __________.

implicit communication

verbal communication

nonverbal communication

unintentional communication

Multiple Choice

A customer service problem happens when

A customer asks for the manager

serving the customers becomes unprofitable

customer complaint is ignored

customer service does not meet expectations

Evaluation of Customer Service

Customer Service Factors

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