Question

Customer service is only a company's ability to supply a customer's needs.
Responses

True

False

Answer 1

False

Answer 2

Good customer service is a company's ability to meet a customer's expectations.
Responses

True

False

Answer 3

True

Answer 4

When dealing with customers, smile often, if appropriate, or model the emotion that is suitable to the situation.


True

False

Answer 5

True

Answer 6

A customer with an unresolved complaint will tell 9 to 10 other people.
Responses

True

False

Answer 7

True

Answer 8

When dealing with a "rip-off" customer forgo company policy and give him whatever he wants.
Responses

True

False

Answer 9

False

Answer 10

Never get aggressive with an "aggressive" customer.
Responses

True

False

Answer 11

True

Answer 12

A common customer complaint is associated with employees being rude.
Responses

True

False

Answer 13

True

Answer 14

Verbal communication is the only form of communication needed in the workplace.
Responses

True

False

Answer 15

False

Answer 16

If you want to get a message across to a customer or another employee you should use the correct tone of voice.
Responses

True

False

Answer 17

True

Answer 18

An active listener does not need to make eye contact.
Responses


True
False

Answer 19

False

Answer 20

Visualization is an important component of following directions.
Responses

True

False

Answer 21

True

Answer 22

During meetings you should text message instead of taking phone calls.
Responses

True

False

Answer 23

False

Answer 24

Shorthand is not appropriate in work-related emails.
Responses

True

False

Answer 25

True

Answer 26

It is not appropriate to send work-related emails with lots of exclamation marks.
Responses

True


False

Answer 27

True

Answer 28

Work-related email should be treated just as any other business correspondence.
Responses

True

False

Answer 29

True