A. Always right
B. Almost always right
C. Often lying
D. Always the customer
2. Customers who complain:
A. Had unhappy childhoods
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are doing you a service in identifying what isn’t working in your business or organization
3. The best reward for your customer service representatives is:
A. Earplugs and punching bags
B. Valium or other mind-numbing drugs
C. Recognition and appreciation on your part
D. Anger management seminars
4. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management
5. For a company to be considered service-oriented:
A. It must mention customer service in its mission statement.
B. At least 18.3% of its employees must work in the customer service department
C. Its managers must at one time have been CSRs
D. Customer service must be addressed by all departments
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Answers
D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.
D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors. Customer complaints are like medicine; nobody likes them but they make us better.
C. Your staff deserves and thrives on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
E. CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.
D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in service.
