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Section 13.4 Assessment
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1

If you observe all the rules of good customer service, you will never have a dissatisfied customer.
A)True
B)False
2

Sometimes technology increases customer frustration and dissatisfaction.
A)True
B)False
3

It is inappropriate to offer suggestions about your company's customer-service policy.
A)True
B)False
4

If companies rely on E-mail correspondence, employees should be directed to respond to inquiries within three to five business days.
A)True
B)False
5

If a customer senses that you are rushing him, he will feel his business is not important to you or your company.
A)True
B)False
6

The best way to curb customer complaints is:
A)To prevent them
B)To redirect them to the customer service department
C)To redirect them to the complaints department
D)To apologize and promise it won't happen again
7

Which of the following is NOT a particularly helpful customer-service feature to include on your company's Web site.
A)A list of frequently asked questions
B)A projection of net sales
C)A "Contact Us" section
D)An order confirmation function
8

In responding to customer concerns and complaints, it is NOT a good idea:
A)To respond promptly
B)To express interest
C)To blame someone else
D)To tell the caller what action you will take
9

If you expect to be away on vacation, you should:
A)Shut down your E-mail account so that customers know you're not there.
B)Set your auto-responder to state you're away on vacation.
C)Set your auto-responder to state you'll reply in two weeks.
D)Set your auto-responder to refer your clients to a colleague.
10

The practice of customers communicating their dissatisfaction through the internet is called:
A)E-whining
B)E-complaining
C)Sabotage
D)Hate mail





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