Reference no: EM132305569

1. In the complaint handling process, a respectful explanation of even an adverse decision can often preserve customer goodwill. true or false

2. One advantage of using scripts is that they help CSRs deliver consistent responses to common customer problems. true or false

3. One main reason that customers get angry is that the customer didn’t get what was promised or what was expected.   true or false

4. When CSRs fail to listen to customers’ concerns, lost opportunities happen that would have improved processes, products, and services.    true or false

5. Calls to service reps that are completely resolved on the first or second call are referred to as first-call resolutions. true or false

6. Relative to retaining customers, it is better for a company when a customer leaves quietly, instead of when he or she makes a fuss.   true or false

7. One approach before offering to remedy a customer complaint is to ask the customer how he or she would prefer the problem be resolved.    true or false

8. The basis of a conflict is, “If you get what you want, then I can’t get what I want,” and this situation never serves the customer well.    true or false

9. Customer complaints can be viewed as opportunities because dealing effectively with them can not only appease an unhappy customer but also build loyalty. true or false

10. A crisis-management approach to problem solving is to deal with problems before they arise. true or false

11. Customer service knowledge base is created when customer submits a question about service issue and CSR who responds to it adds it to the computerized database. true or false

12. The best time to deal with a customer’s criticism is while the complaint is happening.    true or false