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Customer Service Chapter 5 & 6
Terms in this set (20)
Because customer service is a complex and demanding field, it requires you to have:
all of the above
Commitment to success means to be compulsive in your drive to succeed.
Nearly all successful customer service specialists are:
The part of the brain concerned with success should be:
on call at all times
Which of the following is not one of Dr. Ing's Objectives of Customer Service?
The only way to become successful in customer service or as a business leader; is to actively work 80 hours a week at it.
To properly display business leadership you need to:
Have a "healthy" appetite for success
To be a successful customer service specialist, you should:
all of the above
A personal rule for success should include:
Patterns for successful customer service workers include:
getting ahead as a goal unto itself
Preparing to unload the service van, you have to back up to a loading area. Unfortunately, you also back over another worker, who claims you were negligent. Most likely:
the company will have to pay the injury claim
It is unfair for a company to refuse to hire you, just because you have a history of drug abuse.
You know some of the employees are stealing small items from he company you work for. The best thing for you to do is:
bring the activity to the attention of management
If the company is paying you less than comparable workers in similar businesses, it is fair to steal a few things or take care of person business while on duty.
Wasting time, or taking care of personal business while being paid to take care of company business, is stealing, just as if you were taking a tool or product of the company for yourself.
If you knowingly are working as an employee and the company is treating you as a contract laborer, both you and the company are violating the law
Not offering to give the customer a receipt, with the intent of not including the income in sales for the day, is a criminal act.
Tech support is an expense for a company. If a company claims to have technical support for the products it sells, but then knowingly hires fewer help desk workers that it needs, it is shifting these costs to the purchaser of its products and is defrauding the customer.
A good way to punish a deadbeat customer who didn't pay his service bill is to:
take him or her to small claims court
Help desk workers should make clear to the caller that they have very limited technical knowledge, only what is printed on their 'trouble-symptom; card, and thus cannot help if the problem isn't listed.
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