Customer Service - Quiz 2

Which of the following should we do when speaking to a talkative caller?

How not to react when talking to someone and there is conflict:

The Barnacle customer is someone who generally:

Which belongs to the problem-solving process?

Which evaluation method allows participants to discuss and categorise problems or issues under headings?

The Internet is not a good place to advertise, as it is so big and impersonal.

Facebook groups and community forums have a great impact on businesses in a specific area.

Assertiveness is neither passive nor aggressive.

Rather than get defensive when someone criticises you, respond assertively to show them that you do care what they say, but you won’t allow certain behavior around you.

South African consumers like to visit Spur because they don’t really know what to expect and like to be surprised every time.

Abrupt callers speak quickly and would like to remind you of your place.

The SWOT analysis is used to analyse  ___________ and is an excellent way to evaluate your organisation.

Match the SMART Goals to the descriptions provided.

The _____________ customer is generally averse to talking to you and doesn’t want to be a burden.

Once a customer problem is identified, the service ___________ process should begin.

During problem-solving, being ____________ means aiming to work out a mutually satisfying solution with others.

Using informal ____________ is a good way to ask your customers what they want or how your organisation is doing.

When customers tell their friends and families about a company, whether good or bad, and word spreads, it is called _____________.