Customer Care

FREE Basic Principles Of Customer Care Question and Answers

Why does the BA Score Sheet begin with a zero rather than a hundred?

Because a point is the Agents earn based on responses and actions?

Because a point is the Agents to lose based on responses and actions?

Because a point is the Agents to earn based on how the customer performs?

Because a point is the Agents to lose based how the customer performs?

Correct! Wrong!

Explanation:
The best course of action for servant leaders is to explain to the staff member that during a call, a point is up for grabs, and they CHOOSE, through their responses and their actions, what points they get and don't earn. You'll notice that the BA score sheet begins with a "0" rather than a "100" to make this easier. By exhibiting certain behaviors, one gains points.

"Basic Principles Of Customer Care" states that YOUR CUSTOMER is. . .

Any person who buys something from your company

Any person or organization who might buy something from you or your company

Any person who buys something from you personally

Any person who visits your company, either online or in person, in order to obtain something from it.

Correct! Wrong!

Explanation:
ANYONE WHO VISITS YOUR COMPANY, ONLINE OR IN PERSON, IN ORDER TO PURCHASE SOMETHING, IS YOUR CUSTOMER.

In "Basic Principles Of Customer Care," CUSTOMER CARE is defined. . .

Something you should always do well

Very important

Not really possible

How you treat your customers

Correct! Wrong!

Explanation:
How you handle your consumers is known as CUSTOMER CARE.

What do YOU mean by the "Basic Principles Of Customer Care"?

YOU - means everybody else in a group, like in "YOU all."

YOU - means you, yourself, the reader of this page, whoever you may be.

YOU - means the people in another group, like "YOU guys over there."

YOU - means somebody else, like in "Not me, but YOU."

Correct! Wrong!

Explanation:
YOU refers to the reader of this page, you, whoever you may be, in "Basic Principles Of Customer Care."

Should a poor greeting affect how the call as a whole is assessed?

False

True

Correct! Wrong!

Explanation:
It is crucial that actions that appear on a score sheet do not affect the manager's assessment of the overall call. For instance, unless the behavior is repeated throughout the conversation, a poor greeting with a "short" tone to the consumer should not disqualify or damage the entire contact.

YOUR COMPANY is_____ in "Basic Principles Of Customer Care."

YOUR COMPANY - is a company that you own.

YOUR COMPANY - is a group of people who are visiting you.

YOUR COMPANY - is any organization of which you are a part.

YOUR COMPANY - is your employer.

Correct! Wrong!

Explanation:
ANY organization that you are a part of is YOUR COMPANY.

Which of the following is indicated by voice inflection?

Empathy

Confidence

Assertion

All of the above

Correct! Wrong!

FREE Basic Principles Of Customer Care Question and Answers

Why does the BA Score Sheet begin with a zero rather than a hundred?

"Basic Principles Of Customer Care" states that YOUR CUSTOMER is. . .

In "Basic Principles Of Customer Care," CUSTOMER CARE is defined. . .

What do YOU mean by the "Basic Principles Of Customer Care"?

Should a poor greeting affect how the call as a whole is assessed?

YOUR COMPANY is_____ in "Basic Principles Of Customer Care."

Which of the following is indicated by voice inflection?

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