CBO CBO Customer Relations & Service Excellence 1

Question 1

What is a Net Promoter Score (NPS) used to measure?

Accepted Answer

Customer loyalty and likelihood to recommend a company

Answer

Employee productivity

Answer

Product defect rates

Answer

Revenue per customer

Question 2

In customer service, what does 'first call resolution' (FCR) measure?

Accepted Answer

The percentage of customer issues resolved on the first contact without follow-up

Answer

Average handle time for customer calls

Answer

Number of calls received per day

Answer

Customer satisfaction after a purchase

Question 3

What is 'customer lifetime value' (CLV)?

Accepted Answer

The total revenue a business can expect from a customer throughout the entire relationship

Answer

The cost to acquire a single customer

Answer

The number of purchases a customer makes in a year

Answer

The profit margin on a single transaction

Question 4

Which approach to handling customer complaints is recommended under best practices?

Accepted Answer

Acknowledge, apologize, investigate, and resolve promptly

Answer

Deny responsibility and redirect to policies

Answer

Transfer the customer to as many departments as possible

Answer

Offer a discount immediately without investigating

Question 5

What does 'omnichannel' customer service mean?

Accepted Answer

Offering a seamless, integrated customer experience across all communication channels

Answer

Providing service only through social media

Answer

Limiting service to phone and email

Answer

Using automation to replace all human agents

Question 6

What is the 'service recovery paradox'?

Accepted Answer

A customer who experiences a problem that is resolved excellently may become more loyal than one who had no problem at all

Answer

Customers who complain are always wrong

Answer

Poor service always leads to customer defection

Answer

Customers prefer automated service to human interaction