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

NPS measures customer loyalty by asking how likely customers are to recommend the company to others on a 0–10 scale.

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

FCR measures the percentage of customer inquiries or issues fully resolved during the initial contact, without requiring callbacks or escalations.

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

CLV represents the total net revenue a business anticipates earning from a customer over the entire duration of the relationship.

Question 4

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

Accepted Answer

Acknowledge, apologize, investigate, and resolve promptly

Answer

Best practice complaint handling involves acknowledging the issue, apologizing sincerely, investigating the cause, and resolving it promptly to restore customer confidence.

Question 5

What does 'omnichannel' customer service mean?

Accepted Answer

Offering a seamless, integrated customer experience across all communication channels

Answer

Omnichannel service integrates all customer touchpoints—phone, email, chat, social media—so customers receive a consistent, seamless experience regardless of channel.

(CBO) Certified Business Operator Practice Test

(CBO) Certified Business Operator Practice Test

CBO CBO Customer Relations & Service Excellence 1