QUALITY CUSTOMER CARE (RESIT EXAMINATION) – BSC.

CPI -
MARCH 2015

Section A
Answer ALL questions in this section

1. Your philosophy of customer service reveals:

a. the accepted rules of the industry.

b. your ideas and beliefs as to what is important in the industry.
c. the ideas of your instructor or boss.
d. none of the above

2. Customer service is:

a. specifically price oriented.

b. our personal vision of the results that will come from our experience.
c. anything we do for the customer that enhances the customer experience.
d. entirely knowledge based.

3. Which of the following characteristics would indicate the ability to do well in a

customer service call center?

a. excellent telephone skills

b. strong computer skills or aptitude
c. ability to handle stress
d. all of the above

4. Which is not classified as the “moment of truth’ in customer service?

a. When customer walks through the door

b. When customer service representative sings on phone
c. When customer meets the sales representative
d. When customer returns the product

5. All the following fall under the category of people turnoffs, except

a. employees lack courtesy or attention

b. when systems do not meet customer expectations
c. demonstrate inappropriate or unprofessional behaviour
d. have an indifferent attitude

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6. Which of the following is not a characteristic of an engaged employee in a
service culture organization?

a. Ready to expend extra effort at work

b. Need compensation for every effort
c. The degree to which employees connect with the company emotionally
d. Employees are aware what they need to do to add value and are willing to
take

7. When communicating with angry customers, it is most effective to:

a. yell louder than they yell.

b. pass them off to a co-worker.
c. roll our eyes.
d. ask them to explain their situation and attempt to find effective solutions.

8. Customer retention is:

a. the only method of measuring customer satisfaction.

b. an organization’s continuous attempts to satisfy and keep current
customers actively involved in conducting business.
c. another word for leadership.
d. unnecessary in today’s business environment.

9. Your secretary, the mailroom attendant, and your co-workers are all referred to
as your__________.

a. external customers
b. internal customers
c. secondary customers
d. co-dependents

10. Managing the flow of customers and their experience from initial contact to final
service delivery is very important resulting in multiple benefits, these benefits
includes the following except?

a. increase sales and productivity

b. employees have less to do
c. decrease costs by up to 30% by ensuring that the right customer is at the
right place
d. increases customer and staff satisfaction by reducing the actual as well as
the perceived waiting time
e. creating a relaxed environment characterised by a controlled and fair
waiting process

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11. Which of the following is not an indication that customers are drifting into the
“Zone of Indifference”?

a. don’t care to pick up the phone to compliment you or to complain

b. organization gets complacent
c. telephone calls or other messages do not get prompt responses
d. customers going to the competition
e. increase in revenue

12. Which of the following does not help to form service culture?

a. The belief system and style of the original leader (s) becomes embedded
into the daily operation.
b. The location of business and size of business
c. The external environment shapes the behaviours needed for initial
success.
d. Traditions emerge and relationships are created that define the
organization.
e. Leaders and employees pass down the rules of engagement to new team
members.

13. By assuming the philosophy of marrying our customers we are conveying all but
one of the following messages to them.

a. We are in an ongoing relationship.

b. We will strive to meet their needs.
c. We know that they will not want the hassle of changing companies.
d. All of the above.

14. Which of the following is not a component of customer flow systems?

a. Turnstiles
b. Gates
c. Rails
d. Stanchions

15. Identify which of the following is not one of the characteristics of service

a. Simultaneity
b. Perishability
c. Profitability
d. Intangibility
e. Inseparability

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16. The use of technology and current information __________the provision of
excellent customer service.

a. minimally enhances
b. has neutral benefit to
c. greatly facilitates
d. none of the above

17. Dividing customers into groups with shared characteristics is referred to as:

a. low touch
b. customer service
c. divisiveness
d. market segmentation

18. Which of the following is not a good technique to implement when encountering
conflict?

a. Listen to the other viewpoints that are being presented.

b. Do not repress your anger, instead use it productively.
c. Focus on finding the best solution to the conflict.
d. Tell off your customer and end the conversation satisfied that you had the
last word.

19. Which of the following is not an ultimate driver of a strong service culture?

a. Total clarity of purpose

b. Aligned talent that embraces the mission, attributes and values
c. Structure and systems that reinforce the mission to customers and
employees
d. Relentless training and communication
e. Performance management that holds the team accountable for outcomes
and values
f. Aligning the finance with human resource

20. For excellent customer service to exist, the successful joining of corporate values
and employee values must occur. Values are:

a. legal guidelines as to what is right and wrong.

b. our interpretation of company policies.
c. what our parents taught us to believe.
d. a combination of beliefs, perceptions, and ideas as to the appropriate
response to a situation.

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21. The ability to understand what someone is experiencing and to take action to
assist in resolving the situation is referred to as:

a. sympathy
b. niceness
c. empathy
d. cantankerousness

22. When we lose a customer we lose current dollars, __________________,

reputation, and future business.

a. prestige
b. past business
c. social class
d. jobs

23. Empowerment is:

a. when the customers participate in providing their own customer service.

b. the same thing as communication.
c. to give official authority or legal power to.
d. enabling or permitting customer service providers to make a range of
decisions to assist their customers.

24. Which of the following questions would not be helpful when performing a self-
assessment?

a. What are my strengths?

b. Am I dependable?
c. Have I experienced discrimination in the workplace?
d. Do I establish goals and work toward achieving them?

25. ___________________ information focuses on lifestyles, modes of living, needs,

motives, attitudes, reference groups, culture, social class, family influences,
hobbies, political affiliation, and so on.

a. Demographic
b. Psychographic
c. Firmographic
d. None of the above

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 Section B
1 Mark Allotted For Each Question

Do ALL questions in this section

1. A hurried customer will always be patient with whomever is serving them.

a. True
b. False

2. Paraphrasing means, to restate the speaker’s message in one’s own word.

a. True
b. False

3. Showing empathy to a customer, one must also be in agreement with that

customer complaint/gross.

a. True
b. False

4. Empowerment has to do with regaining power over a rude customer by driving

them into fear of not being aided?

a. True
b. False

5. Proper grooming, punctuality and personality attitude and aptitude are not
attributes of service personnel.

a. True
b. False

6. It is always acceptable for the service provider to give an emotional response to

any customer because they are both human beings with feelings.

a. True
b. False

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7. Service is the act or method of giving helpful, beneficial action and personal
conduct in providing assistance to customers

a. True
b. False

8. Focusing on service and on enabling employees to effectively deliver service can

be one differentiator that is hard for the competition to replicate?

a. True
b. False

9. Good and service are both tangible?

a. True
b. False

10. Service industry includes insurance banking and finance, transportation,

communications, retailing, wholesaling, customs and immigration?

a. True
b. False

11. Organization which place emphasis on strategic management and takes the
growth of the decentralized organization into perspective is considered traditional
organization?

a. True
b. False

12. Organization culture is ultimately about their belief system…and it is shared!

a. True
b. false

13. Successful company owner or employees can tell that quality customer service is
a cornerstone to the success of the business

a. True
b. False

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14. A customer service representative not necessarily required to listen to the needs
of every customer.

a. True
b. False

15. To work in customer service, responsibility is a must. This responsibility is two-

sided, as it covers the agents’ responsibility in attendance, service, loyalty and
attitude

a. True
b. False

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 Section C - Essay
20 Marks Allotted For Each Question

Do any THREE (3) questions from the following eight (8) essay questions

1. Discuss the three categories of customer turnoff and state their importance to
quality customer care.
(20 marks)

2. Customer Flow and Waiting Lines impacts the Psychology of customers in a

service culture, discuss.
(20 marks)

3. Problem solving and conflict resolution ought to be the priority of customer

service organization, discuss.
(20 marks)

4. Discuss the various strategies that can be employed in problem solving to ensure
that customers satisfaction.
(20 marks)

5. Describe and discuss this communication process and its impact on organization.

(20 marks)

6. Describe and discuss the importance of teamwork in a service oriented

environment
(20 marks)

7. Customer Service is the life line of an organization and should not be ignored,
Discuss.
(20 marks)

8. Developing Customer Loyalty organizations must understand that customers,

satisfaction, perception and expectation play a crucial role in developing this
loyalty, discuss.

(20 marks)

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