BMO Customer Service & Relationship Management

Question 1

What is the primary goal of customer relationship management (CRM)?

Accepted Answer

Manage customer relationships effectively

Answer

Increase advertising spend

Answer

Reduce customer feedback

Answer

Limit customer interactions

Question 2

Which factor is most important in providing excellent customer service?

Accepted Answer

Active listening

Answer

Ignoring complaints

Answer

Quick sales

Answer

Limiting support availability

Question 3

Which AWS service helps businesses manage customer support interactions efficiently?

Accepted Answer

Amazon Connect

Answer

Amazon SES

Answer

AWS Lambda

Answer

Amazon SNS

Question 4

What is the key benefit of personalizing customer interactions?

Accepted Answer

Increased customer retention

Answer

Higher advertising costs

Answer

Reduced brand awareness

Answer

Lower product quality

Question 5

Which communication channel is most effective for resolving urgent customer issues?

Accepted Answer

Live chat

Answer

Email

Answer

Social media posts

Answer

Printed brochures

Question 6

What is an essential component of successful customer complaint resolution?

Accepted Answer

Empathy

Answer

Blaming the customer

Answer

Avoiding responses

Answer

Minimizing support resources