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A comprehensive set of questions and answers related to customer service principles and practices. It covers key aspects such as customer satisfaction, expectations, behaviors, communication, and the importance of customer service in business success. Designed to help students understand and apply customer service concepts in various contexts.
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How is a customer satisfied? - Correct Ans: ✅ Satisfied customer is one whose expectations you have not only met, but ideally, exceeded
What is the formula for customer service? - Correct Ans: ✅ customer service = performance - expectation
Why do we need satisfied customers? - Correct Ans: ✅ 1. Experience less hassle -> the likelihood of expending less time and resources dealing with them
Why do we need good customer service? - Correct Ans: ✅ it is important to have a good customer service in order to have good and satisfied customers
What is an expectation? - Correct Ans: ✅ strong belief that something will happen or be the case in the future; a belief that someone will (or should) achieve something
How are expectations set? - Correct Ans: ✅ It is critical that you set the expectations, not the homeowners
tips:
What are the values that homeowners want? - Correct Ans: ✅ 1. Functionality: qualities of your product/service
What are other ways to think about customer service? - Correct
Ans: ✅ 1. Process: customer service is neither a simple event nor a transaction; rather, it involves a series of specific activities
What are some additional considerations regarding what customer
service is about? - Correct Ans: ✅ 1. Reliability
Describe the additional perspective of customer service - Correct
Ans: ✅ 1. Customer service is a measure of business/company success
Describe the importance of customer service. - Correct Ans: ✅ Customers rate customer service as the second most important single reason for dealing with a company - surpassed only by "value for money (price)"; "quality" ranked fourth
Approximately 80% of customers believe that smaller companies place greater emphasis on customer service than do larger companies
Approximately 59% of customers would try a new company for a better customer service experience
Explain old vs new customers in terms customer service - Correct
Ans: ✅ It costs 6-7 times more to get a new customer than to keep an existing one
Business has 60-70% chance of selling an existing customer while only a 5-20% chance of selling to a new one
Repeat customers will spend 67% more than new customers
Customers who have a good service experience will be up to 74% more likely to return
How are customers related to customer service? - Correct Ans: ✅ The customer is still very important, but the age-old adage that the customer is always right is wrong, does not tell the whole story
Why should you support employees? - Correct Ans: ✅ 1. Makes all of your employees happy
Whose side is important: customer or employee? - Correct Ans: ✅ "Customer is always right" mindset can serve to pit employees against customers and management
Most employees will see this as not only that "the customer is always right" but that "the customer always wins"
If you want to keep your employees happy and effective, back them up
Describe the customer's knowledge. - Correct Ans: ✅ The customer is not an expert
Management and employees know more than the customers
This allows you to better differentiate between what the customer wants and what they really need
What is the customer's focus? - Correct Ans: ✅ The customer cares about status quo
Most of them are certainly not early adopters
In order to grow and remain profitable, most companies/businesses need to change, adapt, and innovate
Describe unreasonable customer - Correct Ans: ✅ These eat away at your finite resources
All companies/businesses have finite resources, so why should they then be disproportionately allocated to difficult customers
What is communication? - Correct Ans: ✅ the act or process of using words, sounds, signs, or behaviours to express or exchange
What are some tips for asking questions? - Correct Ans: ✅ 1. Focus on using more open-ended questions than closed-ended questions
Describe listening? - Correct Ans: ✅ 1. Often the most overlooked part of communication, strong listening skills are critical for the successful customer service provider
Why is communication not straightforward? - Correct Ans: ✅ 1. Speaks at a rate of 110-150 words a minute
What are some tips for listening? - Correct Ans: ✅ 1. Put your customer's needs before your own
What are important considerations when becoming a better
communicator? - Correct Ans: ✅ 1. Diction
Describe visual messages - Correct Ans: ✅ Images go into long-term memory while verbal messages live in short-term memory
Describe taking notes - Correct Ans: ✅ 1. Improves memory
What is your message made up of? - Correct Ans: ✅ 1. 55% derived from facial expression
What is some advice when saying no to customers? - Correct Ans:
✅ 1. Saying yes
Explain the idea of customer service. - Correct Ans: ✅ We are in the business of dealing with homes, instead of houses
Building/purchasing a new home is often the largest investment that customers will ever make
Customers expect to be treated honestly and ethically, with high standard of customer service
Explain the customer experience process.
What describes the process?
What do the steps of process relate to? - Correct Ans: ✅ Customer service is not a transaction or event, it is a process
The process is
Each step of the customer experience process is tied to the important customer service concept of expectations
Briefly explain the steps of the customer experience process -
Correct Ans: ✅ 1. Marketing
Describe mandatory home warranty insurance. - Correct Ans: ✅ All new homes constructed in BC are required to be built by a licensed residential builder and have home warranty insurance coverage from an approved 3rd party warranty provider or an appropriate exemption issued by BC Housing
This warranty insurance is sometimes called 3rd party warranty, the mandatory warranty, or 2-5-10 warranty
The cost of warranty insurance is included in the purchase price of your home
The requirement for 2-5-10 warranty cannot be waived by a separate contract between homeowner and builder
What is covered by the mandatory home warranty insurance? -
Correct Ans: ✅ Two years on labor and materials (some limits apply)
Five years on the building envelope, including water penetration
10 years on structure
Which buildings are exempt from the requirement for home
warranty insurance? - Correct Ans: ✅ 1. Home built by owner builders (a separate section of this guide describes provisions for owner-built homes)
What is included in the 2-year materials and labor warranty of the 2-
5-10 coverage? - Correct Ans: ✅ Covers any defect in materials and labor or violation of the Building Code for 12 months for all new homes
Covers defects related to delivery and distribution systems including materials and labor supplied for the electrical, plumbing, heating, ventilation, and air conditioning delivery systems