Customer Satisfaction Flashcards
6 cards from real Customer Service practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Satisfaction flashcards as text
What is the 'moment of truth' concept in customer service?
Answer: Any touchpoint where a customer forms an opinion about the company
Moments of truth are critical interactions where customers form impressions that can make or break their loyalty.
What does 'omnichannel customer service' mean?
Answer: Offering a seamless, integrated experience across all communication channels
Omnichannel service ensures customers receive consistent, connected support whether they use phone, chat, email, or social media.
A customer satisfaction survey should ideally be sent:
Answer: Immediately or very shortly after a service interaction
Sending surveys promptly after an interaction captures accurate, fresh impressions before the experience fades.
What is the primary goal of a loyalty program in customer service?
Answer: To reward repeat customers and increase retention
Loyalty programs incentivize repeat business by rewarding customers for continued patronage, increasing lifetime value.
What does 'closed-loop feedback' mean in customer satisfaction management?
Answer: Following up with customers after receiving their feedback to address issues
Closed-loop feedback means acting on survey responses by contacting customers to resolve concerns and showing that feedback leads to change.
Which of the following is an example of proactive customer service?
Answer: Notifying customers of a shipment delay before they ask about it
Proactive service anticipates customer needs or problems and addresses them before the customer has to reach out.