CBO Customer Relations & Service Excellence Flashcards
6 cards from real CBO practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CBO Customer Relations & Service Excellence flashcards as text
What is 'customer segmentation' and why is it valuable?
Answer: Dividing a customer base into groups with similar characteristics to tailor marketing and service strategies
Customer segmentation groups customers by shared traits (demographics, behavior, needs) so businesses can deliver more relevant, effective communications and service.
What does a high 'Customer Effort Score' (CES) indicate?
Answer: Customers must expend significant effort to get their problems solved
A high CES indicates that customers experience friction and must work hard to get their issues resolved, which is associated with increased churn and dissatisfaction.
In customer relations, what is the difference between a 'customer complaint' and a 'customer grievance'?
Answer: A complaint is an informal expression of dissatisfaction; a grievance is a formal, documented complaint through an official process
A complaint is typically an informal expression of dissatisfaction, while a grievance is a formal, documented dispute submitted through an official procedure seeking specific resolution.
What is the role of empathy in customer service interactions?
Answer: It helps service agents understand and acknowledge a customer's feelings, building trust and improving satisfaction
Empathy allows customer service representatives to genuinely understand and acknowledge a customer's emotions, which builds trust, de-escalates tension, and improves overall satisfaction.
Which type of customer feedback is collected proactively through surveys or interviews?
Answer: Solicited feedback
Solicited feedback is information actively requested from customers through surveys, interviews, or focus groups, giving businesses structured data for improvement.
What is 'proactive customer service'?
Answer: Anticipating customer needs and addressing potential issues before customers have to reach out
Proactive customer service means anticipating customer needs, identifying potential issues in advance, and reaching out to customers before problems escalate or they must contact support.