Reference no: EM13740765

Question 1. When upset customers tell other people, what is the result called? 
Telltale effect
Ripple effect
Social contusion
Multiplier effect

Question 2. What is one of the benefits of treating customers fairly to generate customer loyalty? 
They will always refer 15 people to you.
It will generate positive feelings.
They will always put up positive reviews online.
It will generate a sense of accomplishment.

Question 3. Which of these customer service core competencies reflects the fact that the service environment is always fluid and changing? 
Ability to manage knowledge
Predisposition for continuous improvement
Ability to use empowerment
Ability to manage change

Question 4. Which of these expectations for electronic customer service describes the ability for customers to participate in making products better?
Collaboration
Innovation
Customization
Integrity

Question 5. Which one of these is not regarded as a potential turnoff to customers? 
Advertised sales items not in stock
Having to drive to the store
High-pressure sales tactics
Noisy shopping or service environments

Question 6. Which of the following is not a best practice for phone conversations? 
Speak clearly and distinctly
Avoid "dead air" silence
Keep callers on track
Engage callers in personal conversation, no matter how long it takes

Question 7. Which of these positive personality behaviors gives customers goodwill and moves them toward a positive experience? 
Plant seeds for relationship building
Compliment freely and sincerely
Reassure customers in their decision to do business with you
Pay attention to your dress and grooming

Question 8. Which of the following listening tips can prevent you from "correcting" customers? 
You should listen for more than just facts.
You should be patient and defer disagreement.
You should try counterattitudinal advocacy.
You should solicit clarification.

Question 9. What does having an escalation policy mean for customer service? 
Never talk about something until a customer does
Always try to "one-up" the competition
Know when managers need to be involved
Giving a bigger refund than the sales price

Question 10. Which of these is not one of the three steps to increase customer loyalty? 
Continuously sharpen insights into areas where you may be falling short
Reduce or eliminate value, systems, and people turnoffs
Always establish positive connections with incoming customers
Exceed customer expectations to create a positive awareness

Question 11. This morning, you are surprised to find that your social media site is abuzz with very unflattering talk about the store you work in. You are one of a chain of high-end coffee shops (Mighty Mojo Java), and your location is managed locally and independently of the other locations. Your store manager has an incredible amount of pride in the location, since she is a first-generation business owner. She carefully oversees every detail of the operation, and serves as the store manager and head barista. What is posted on the social media site about the condition of the store is just not true. The complaint is that the store is dirty, and the employees are rude. The complaint alleges that a server named Andre had insulted a customer yesterday evening. You were there, and you know it didn't happen, particularly because no one named Andre works at your location. There is no employee named Andreas, Andy, Arthurs, or any name even close. Your store manager has asked you to handle the complaint because you are better at social media and she is too upset to respond clearly. You suspect that the customer is actually complaining about the other location of the franchise in town. Draft a social media post that addresses the customer's complaints.

Question 12. A female customer on a video conference says the following: "I'm calling about this purse that I bought at your outlet store. I really liked it but I noticed that there was a stain on the bottom. I went back to the store, and of course that was the only one there, but when I went up to the counter I couldn't believe what happened! The woman at the counter took the purse, and my receipt, rang it as a return and then cut it to pieces right there in front of me! She said it's your policy that imperfect merchandise can't be sold, and must be destroyed. I did get the refund, but if I would have known that, I would have kept it. It was only a small stain and I really liked the purse, but she didn't even give me a choice about what to do! Is that your policy, or was she just crazy? What are you going to do about this? You have other outlets somewhere, but now I don't even have the stock number, and I can't figure out how to find it online. It's not on your website, but I was even looking at auction sites at this point. Is that really your policy? How can you waste all that money? It makes me want to not buy your products anymore. I'm sure that the planet doesn't need you wrecking it with factories only to throw things away. Someone could have used that purse! I'm just very upset about the whole thing and the way that it was handled."

Indicate at what point you would have given her verbal or nonverbal feedback, and what form it would take. Then, paraphrase her response, looking for the essence of the complaint. Imagine that you are talking directly to the customer as you type your response.