If an organization cannot provide good customer service, the chances of its survival diminish greatly. In this competitive era, customer service is of utmost importance, and no one can ignore it. What this means is that an organization needs good employees, who are not only well-versed with their job requirements, but are also excellent service givers.
- Meeting and Greeting Skills
- Listening Skills
- Communication Skills
- Positive Approach
- Body Language
- Problem Solving Skills
- Sympathizing Ability
- Presence of Mind
- Product and Organization Knowledge
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Q1: Which of these does not portray 'active' listening?
- Repeating words unnecessarily.
- Taking down notes.
- Saying 'I understand', 'go on', 'you're right'.
- Your body language.
- Your choice of words.
- Your designation/job title.
- I do not need to put up with extremely rude customers.
- The customer has the right to be upset, and that is why he/she has called in.
- I can change my behavior and response according to the mood of the customer.
- You are most welcome.
- I will try my best.
- Simply nodding your head.
- Folding your arms.
- Always right.
- Always a customer.
- Most probably lying.
- Customers Rudimentarily Managed.
- Customer Relationship Management.
- Cannot Give a Reasonable Solution.
- ¼ of its staff works in customer care.
- Its mission statement covers the topic of customer care extensively.
- Customer service/satisfaction is the goal of all departments.
- When a customer is into your service even before he faces any problem.
- Managed care programs for customers.
- An important section in the brochure of the company.
- Someone who wants to be heard in order to have his/her problem solved or experience validated.
- Someone who wants to vent out his/her anger.
- Someone who wants to complain for nothing.
- They waste time and resources of the organization.
- They help the company identify the problems in the service/product.
- They degrade the reputation of the company.
- Set up to clean up the problems created by other departments.
- Departments set up to study customer behavior and patterns.
- Build customer loyalty.
- Offer him/her the best deal.
- Matching his/her needs to the best possible product/service.
- Making a sale at any cost.
- Creative and entertaining.
- Impulsive and spontaneous.
- Friendly and helpful.
- To be treated as an individual.
- To be pampered.
- To get their queries/problems solved.
- To solve customer issues and render excellent after sales service.
- To keep a track of their customers.
- To socialize with their customers.
- An environment where customers are welcomed with a smile.
- An environment where customers feel wanted and get their queries resolved.
- An environment where customers can keep in touch with the company.
- Try to finish the call quickly.
- Transfer the call to another executive.
- Listen carefully and talk slowly.
- Listening to the customer while actively doing your work.
- Listening to the customer and interrupting as much as possible.
- Listening to the customer and responding when necessary.
- Identify why the customer has called.
- Engage the customer in a long conversation.
- Flatter the customer and divert his attention from the core issue.
Question 1: a
Question 2: c
Question 3: b
Question 4: c
Question 5: c
Question 6: b
Question 7: b
Question 8: b
Question 9: c
Question 10: a
Question 11: a
Question 12: b
Question 13: c
Question 14: b
Question 15: c
Question 16: c
Question 17: a
Question 18: b
Question 19: c
Question 20: c
Question 21: a
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Customer service executives are the face of an organization, and it is of utmost importance that they project a perfect image of the company. Public relations and customer satisfaction can make or break an organization. As such, it is imperative that executives who are in this department are pleasant, calm, knowledgeable, and properly understand what their job is all about.