CBO CBO Customer Relations & Service Excellence 2

Question 1

What is a customer journey map?

Accepted Answer

A visual representation of the steps a customer takes when interacting with a company across all touchpoints

Answer

A customer journey map visually depicts every stage and touchpoint a customer experiences with a brand, helping businesses identify pain points and improvement opportunities.

Question 2

Which of the following best defines 'customer churn'?

Accepted Answer

The rate at which customers stop doing business with a company over a given period

Answer

Customer churn (also called attrition rate) is the percentage of customers who stop purchasing from or using a company's services during a specific timeframe.

Question 3

What is the purpose of a Service Level Agreement (SLA) in customer service operations?

Accepted Answer

To define measurable service standards and response times that a provider commits to delivering

Answer

An SLA establishes clear, measurable commitments on service quality, response times, and resolution standards between a service provider and its customers.

Question 4

In the context of customer service, what does 'escalation' refer to?

Accepted Answer

Transferring a customer issue to a higher level of authority or expertise when front-line staff cannot resolve it

Answer

Escalation is the process of routing an unresolved customer issue to a supervisor, specialist, or higher tier of support who has the authority or expertise to resolve it.

Question 5

What is 'voice of the customer' (VoC)?

Accepted Answer

A systematic process for capturing customers' expectations, preferences, and aversions

Answer

Voice of the Customer is a research process that captures customers' stated and unstated needs, preferences, and expectations to guide product and service improvements.

(CBO) Certified Business Operator Practice Test

(CBO) Certified Business Operator Practice Test

CBO CBO Customer Relations & Service Excellence 2