TEST CUSTOMER SERVICE ACADEMY CHAPTER 7

1. An important realization that will assist you in better serving customers is to acknowledge that they all have needs and expectations.

2. Customer needs are driven by internal motivators and can be broken down into five categories

3. Behavioral style preferences do not affect customer needs or satisfaction levels

4. An upset customer is usually annoyed with a specific person rather than the organization or system.

5. An effective strategy for dealing with angry customers is to let them know exactly what your company policy is

6. When you cannot comply with the demands of an angry customer. you should try to negotiate an alternative solution.

7. In some cases, indecisive customers truly do not know what they need or want.

8. Demanding customers often act in a domineering manner because they are very self-confident. This is a function of behavioral style.

9. Rude customers need to be controlled or put in their place” to prevent a repetition of the behavior.

10. Some service providers have difficulty handling talkative customers.

11. Adopting a good neighbor policy” can help in dealings with internal customers

12. As part of trying to help solve a customer problem, you should assess its seriousness