TCS Ievolve Competency ID - 1202 - Customer focusL1 - Path 4Course ID 62410 Linked in Learning - Customer service Foundation - Answers
1. What is NOT a common name for an
external customer?
Contractor
2. Which type of attitude anchor is
something that helps you get back in a positive mood when you're feeling
grumpy?
Repair Anchor
3. Studies have shown that when a
customer mentions an employee by name in a survey, _____.
they are much more likely to give a positive rating
4. What's a great way to build
authentic rapport with your customers?
Be yourself.
5. Why might you want to start a
conversation with a customer?
all of these answers
6. Which statement is the best
example of ownership language?
Let me see what I can do to help you.
7. The primary reason to collect
customer feedback is to _____.
prevent repeat problems
8. How can you empathize with a
customer if you haven't had a similar experience?
Think of a situation where you experienced similar emotions.
9. Why does the preemptive
acknowledgement work?
It prevents your customer from experiencing negative
emotions.
10. How does the partner technique
help defuse angry customers?
It makes customers realize you genuinely want to help them.
11. What is true about attitude
anchors?
They help you anchor your attitude in a positive place.
12. What can the nine dot puzzle
tell us about understanding our customers' needs?
You should try to avoid getting locked into a certain
perspective.
13. What should you do if you use a
pre-written email template?
Make sure your message is consistent.
14. What is the best approach for
active listening?
Give customers your full attention and purposefully trying
to understand them.
15. Who ultimately decides if your
service is poor, good, or outstanding?
your customers
1. What is NOT a common name for an
external customer?
Contractor
2. Which type of attitude anchor is
something that helps you get back in a positive mood when you're feeling
grumpy?
Repair Anchor
3. Studies have shown that when a
customer mentions an employee by name in a survey, _____.
they are much more likely to give a positive rating
4. What's a great way to build
authentic rapport with your customers?
Be yourself.
5. Why might you want to start a
conversation with a customer?
all of these answers
6. Which statement is the best
example of ownership language?
Let me see what I can do to help you.
7. The primary reason to collect
customer feedback is to _____.
prevent repeat problems
8. How can you empathize with a
customer if you haven't had a similar experience?
Think of a situation where you experienced similar emotions.
9. Why does the preemptive
acknowledgement work?
It prevents your customer from experiencing negative
emotions.
10. How does the partner technique
help defuse angry customers?
It makes customers realize you genuinely want to help them.
11. What is true about attitude
anchors?
They help you anchor your attitude in a positive place.
12. What can the nine dot puzzle
tell us about understanding our customers' needs?
You should try to avoid getting locked into a certain
perspective.
13. What should you do if you use a
pre-written email template?
Make sure your message is consistent.
14. What is the best approach for
active listening?
Give customers your full attention and purposefully trying
to understand them.
15. Who ultimately decides if your
service is poor, good, or outstanding?
your customers
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