Customer Service Training: Critical Elements of Customer Service
Customer Service Training – Critical Elements of Customer Service
Pre-Course Assessment 1. Which of the following is a possible result of bad customer service? a. b. c. d.
Increased stress-related illness Lower sense of pride within your business Increased defensiveness in employees All of the above
2. Customers desire which of the following? a. b. c. d.
They want to be understood They want to feel welcome They want to feel comfortable All of the above
3. Customer service standards should meet customers’ expectations. In order to determine what is expected, which of the following methods would be the most effective? a. Hiring an independent firm to look at your situation b. Giving extra training to your front-end staff c. Asking the existing customers if they are satisfied d. All of the above
4. True or False: Customer service is just as important for large businesses as it is for small businesses.
5. True or False: Customer service is not always natural, automatic, or coincidental. 6. True or False: First impressions are just as important as selling a quality product. 7. Which of the following is a component of customer service? a. b. c. d.
Telephone and e-mail correspondence Appearance of employees and facilities Face-to-face contact All of the above
8. True or False: Service is a philosophy – not a department, a programme or a policy. 9. True or False: It is acceptable to keep a customer on hold indefinitely, provided you keep checking to make sure they are there and reassuring them that their call will be answered.
10. True or False: Eye contact with the customer is an effective way to help you listen.
Velsoft
LearningWorks Training
1
Customer Service Training – Critical Elements of Customer Service
Post-Course Assessment 1. An administrative assistant prepares research and documentation for another department. What type of customer does the assistant serve? a. Internal customer b. External customer c. None, the work is being done for the same company
2. True or False: Customer service must be measured in order to know what’s working. 3. Knowing my own values and goals helps me to deliver better service because: a. Having something clear to refer to is helpful b. I can use that insight to better relate to my customers c. I can help customers determine their own goals
4. True or False: A call should only be transferred if the person transferring cannot help the caller and is sure that whomever the call will be transferred to can help.
5. True or False: Deadlines for customer service goals will only add stress. 6. Paying attention to the critical elements of customer service helps our company to be more profitable. A commitment to customer service must be demonstrated by: a. Front-line staff b. Supervisors c. Senior management d. All of the above
7. True or False: You should apologise when a customer has made a complaint. It doesn’t matter who is at fault; you need to acknowledge that a problem occurred and show concern.
8. True or False: You don’t need to follow up on a customer complaint if they left the store feeling happy.
9. True or False: In order to be successful, we must exceed customer expectations. 10. True or False: Visualising a successful outcome to a situation will help lower your stress.
Velsoft
LearningWorks Training
2
Customer Service Training – Critical Elements of Customer Service
Pre- and Post-Assessment Answer Keys Pre-Course Assessment 1. D: These statements are all true. There is very little good that can come from bad customer service. 2. D: These are all basic needs felt by customers. 3. C: The only way to properly determine what your customers want is to ask them. 4. True: If you don’t have any customers your business won’t last long! 5. True: We do not all instinctively want to serve others. We instead have to be aware of the need for service, and then develop a process to make it happen. 6. True: If a new customer sees that your store or business operates in chaos, they may walk in and right back out again. 7. D: These are all components of customer service that need to be addressed. 8. True: Good service should be well-practiced by all members of your business. 9. False: It is good customer service to keep checking and making sure they are there, but don’t keep someone on hold for more than three minutes. Waiting time always seems longer than it is. 10. True: Eye contact is an important part of communication.
Post-Course Assessment 1. A: This is an example of working for an internal customer. 2. True: We have to take measurements and evaluate our work in order to know how we are doing. Relying on anecdotes or a feeling does not give us objective, useful measurements. 3. B: The more we understand ourselves, the more capable we become at relating to others. 4. True: You should explain to the customer why they are being transferred and, if possible, the name of the person that will take the call. 5. False: Deadlines are great for getting things done. 6. D: In order to be effective, a customer service philosophy must be adopted throughout the entire organisation. 7. True: Apologising will help resolve the problem faster. 8. False: Never assume that the problem has been completely solved until you know for sure. 9. False: We must always meet customer expectations. If we exceed those expectations that is great! However, we can build expectations to always exceed them, which may not be in our best interests. 10. True: Visualising a successful conclusion keeps you motivated so you can reach your goal.
Velsoft
LearningWorks Training
3
Pre-Course Assessment 1. Which of the following is a possible result of bad customer service? a. b. c. d.
Increased stress-related illness Lower sense of pride within your business Increased defensiveness in employees All of the above
2. Customers desire which of the following? a. b. c. d.
They want to be understood They want to feel welcome They want to feel comfortable All of the above
3. Customer service standards should meet customers’ expectations. In order to determine what is expected, which of the following methods would be the most effective? a. Hiring an independent firm to look at your situation b. Giving extra training to your front-end staff c. Asking the existing customers if they are satisfied d. All of the above
4. True or False: Customer service is just as important for large businesses as it is for small businesses.
5. True or False: Customer service is not always natural, automatic, or coincidental. 6. True or False: First impressions are just as important as selling a quality product. 7. Which of the following is a component of customer service? a. b. c. d.
Telephone and e-mail correspondence Appearance of employees and facilities Face-to-face contact All of the above
8. True or False: Service is a philosophy – not a department, a programme or a policy. 9. True or False: It is acceptable to keep a customer on hold indefinitely, provided you keep checking to make sure they are there and reassuring them that their call will be answered.
10. True or False: Eye contact with the customer is an effective way to help you listen.
Velsoft
LearningWorks Training
1
Customer Service Training – Critical Elements of Customer Service
Post-Course Assessment 1. An administrative assistant prepares research and documentation for another department. What type of customer does the assistant serve? a. Internal customer b. External customer c. None, the work is being done for the same company
2. True or False: Customer service must be measured in order to know what’s working. 3. Knowing my own values and goals helps me to deliver better service because: a. Having something clear to refer to is helpful b. I can use that insight to better relate to my customers c. I can help customers determine their own goals
4. True or False: A call should only be transferred if the person transferring cannot help the caller and is sure that whomever the call will be transferred to can help.
5. True or False: Deadlines for customer service goals will only add stress. 6. Paying attention to the critical elements of customer service helps our company to be more profitable. A commitment to customer service must be demonstrated by: a. Front-line staff b. Supervisors c. Senior management d. All of the above
7. True or False: You should apologise when a customer has made a complaint. It doesn’t matter who is at fault; you need to acknowledge that a problem occurred and show concern.
8. True or False: You don’t need to follow up on a customer complaint if they left the store feeling happy.
9. True or False: In order to be successful, we must exceed customer expectations. 10. True or False: Visualising a successful outcome to a situation will help lower your stress.
Velsoft
LearningWorks Training
2
Customer Service Training – Critical Elements of Customer Service
Pre- and Post-Assessment Answer Keys Pre-Course Assessment 1. D: These statements are all true. There is very little good that can come from bad customer service. 2. D: These are all basic needs felt by customers. 3. C: The only way to properly determine what your customers want is to ask them. 4. True: If you don’t have any customers your business won’t last long! 5. True: We do not all instinctively want to serve others. We instead have to be aware of the need for service, and then develop a process to make it happen. 6. True: If a new customer sees that your store or business operates in chaos, they may walk in and right back out again. 7. D: These are all components of customer service that need to be addressed. 8. True: Good service should be well-practiced by all members of your business. 9. False: It is good customer service to keep checking and making sure they are there, but don’t keep someone on hold for more than three minutes. Waiting time always seems longer than it is. 10. True: Eye contact is an important part of communication.
Post-Course Assessment 1. A: This is an example of working for an internal customer. 2. True: We have to take measurements and evaluate our work in order to know how we are doing. Relying on anecdotes or a feeling does not give us objective, useful measurements. 3. B: The more we understand ourselves, the more capable we become at relating to others. 4. True: You should explain to the customer why they are being transferred and, if possible, the name of the person that will take the call. 5. False: Deadlines are great for getting things done. 6. D: In order to be effective, a customer service philosophy must be adopted throughout the entire organisation. 7. True: Apologising will help resolve the problem faster. 8. False: Never assume that the problem has been completely solved until you know for sure. 9. False: We must always meet customer expectations. If we exceed those expectations that is great! However, we can build expectations to always exceed them, which may not be in our best interests. 10. True: Visualising a successful conclusion keeps you motivated so you can reach your goal.
Velsoft
LearningWorks Training
3
