Silly,Service,has,its,Serious, marketing Silly Service has its Serious Side: Test Your Customer Servi

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Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why these answers are correct. 1.A complaining customer is:A.Always rightB.Almost rightC.Often lyingD.Always the customer2.Customers who complain:A.Had unhappy childhoodsB.Are genetically predisposed to be sourpussesC.Have trouble in their primary relationshipsD.Are doing you a service in identifying what isn’t working in your business or organization3.The best reward for your customer service representatives is:A.Earplugs and punching bagsB.Valium or other mind-numbing drugsC.Recognition and appreciation on your partD.Anger management seminars4.CRM stands for:A.Customers Rarely MatterB.Can’t Remember MuchC.Communicating Random MeaningD.Customers Rudimentarily ManagedE.Customer Relationship Management5.Customers who complain want . . . A.Something for nothingB.To be heard and have their experience validatedC.To vent for the sport of itD.To be made majority shareholders in the company6.Customer Service departments:A.Are the afterthought that cleans up messes other departments causeB.Build customer loyaltyC.Are leaders in understanding customer behavior patterns and market research7.For a company to be considered service-oriented:A.It must mention customer service in its mission statementB.At least 18.3% of its employees must work in the customer service departmentC.Its managers must at one time have been CSRsD.Customer service must be addressed by all departments8.A Call Center is defined as:A.The midpoint in duration of a telephone callB.A revenue sink hole C.A place where middle-of-the-road calls coexist with liberal and arch-conservative callsD.A location where complaints and problems are converted into successful saves for your customers and your company9.Customer Care is:A.A managed care medical program for customersB.A nifty alliterative phrase that looks good in company brochuresC.A new program where customers care for themselvesD.A philosophy wherein the customer is wrapped in service even before a problem arises10.Customer Service Culture isA.A new form of yogurt where the lid removes itself for youB.Behavior being analyzed in a Petrie dish for contagionsC.A mythical civilization in which everyone smiles and welcomes you when they meetD.An environment where customer service permeates the thinking of the entire companyKEY1.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.2.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.3.C. Your staff deserves and thrive 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.4.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.5.B. Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.6.B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!7.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. Many problems can be avoided outright by attending to customer service. Why should the customer service department carry the weight of service for the entire company. Don’t operate under the adage “never enough time to do it right but always enough time to do it over.” Get it right at the source, in all departments.8.D. Make your call center is a shining example of your company’s commitment to its customers. Your center is a visible symbol of your company’s commitment to customer success.9.D. Customer Care is a philosophy wherein customers are cared for by a company – the entire time they’re customers. Care isn’t just to be administered as a salve for problems. Demonstrate care from the start and your customers will flock to your products and services.10.D. Customer Service Culture is the infusion of service ideals into every department, from sales, shipping and receiving to legal, human resources and beyond.