1 | P a g e
Customer Service Exam Chapter 2
Terminology
1. Attitudes - Correct Ans: ✅ Emotional responses to people,
ideas, and objects. They are based on values, difference
between individuals and cultures, and affect the way people
deal with various issues and situations.
2. Customer Centric - Correct Ans: ✅ A term used to describe
service providers and organizations that put their customers
first and spend time, effort, and money identifying and focusing
on the needs of current and potential customers. Efforts are
focused on building long-term relationships and customer
loyalty rather than simply selling a product or service and
moving on to the next customer.
3. Customer friendly systems - Correct Ans: ✅ Refers to the
process in an organization that makes services seamless to
customers by ensuring that things work properly and the
customer is satisfied.
4. Employee expectations - Correct Ans: ✅ Perception about
positive and negative aspects of the workplace.
5. Employee roles - Correct Ans: ✅ Task assignments that service
providers assume.
