Customer Service Quiz

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SERVICE QUIZ

1.Your customers are about as happy as your employees are.  
2.It is important to have clearly defined service standards or guidelines.  
3.Everyone has a different definition of what good service means.  
4.You can't make an employee happy or enthusiastic.  
5.Employee Suggestion Programs are a critical component of service delivery.  
6.Ongoing customer service training programs ensure better service.  
7.Rapid growth in an organization can negatively impact service delivery.  
8.A commitment to service excellence must come from the top down.  
9.Everybody at your organization is serving a customer.  
10.You can find three ways to improve service delivery today without any training.  
11.It is important to have policies, systems & a procedures manual.  
12.Complaints can be good for business.  
13.Communication can either make or break a service transaction.  
14.When you are at work-to the customer, you are the company.  
15.A mission statement should be evaluated & supported by corporate values.  
16.To have service credibility managers & supervisors need to model service skills.  
17.Your organization has no competition.  
18.Likeable people are perceived as delivering better service.  
19.Everybody at work has a reputation when it comes to the service they deliver.  
20.A Service Recovery Plan identifies the steps to take when there is a complaint.  
21.Being a team player is important in the delivery of customer service.  
22.Regardless of our internal departments, we all have a customer.  
23.Good customer service often start with hiring practices.  
24.A part of customer service involves keeping marketing promises.  
25.If 9% of your customers are unhappy your are doing OK as a business.  
26.About 75% of complaints will not be heard by top management.  
27.It is important that services that are outsourced are trained in service skills.  
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