Customer Service Trivia

Who delivers customer service?

Who are more important - new or existing customers?

How do employees affect a customer?

Just what is customer service anyway?

If you asked everyone in your company to explain what impacts customers and their perceptions and attitudes, and what is good customer service, you would likely gather a variety of answers. Perhaps the following will provide some different insights on customers, customer service and the importance of the relationship between your staff and your customers.

True or False

            1. It’s more important to pay attention to new customers than existing customers.

True False

          2. Customers have their own agenda. They’ll never notice if you’re in a bad mood.

True False

          3. Those who work behind the scenes or in the field do not have to worry about

customer service.

True False

4. Research demonstrates that between eight and 10 customers who leave do so because they are dissatisfied with the level of service they receive.

True False

5. Customers walk in the door trusting you; reaffirming that confidence before they leave is all that anyone needs to do.

True False

          6. Customers can be difficult and trying at times.

True False

7. Only employees who directly interact with customers are responsible for customer service.

True False

          8. The customer is the boss.

True False

9. Dissatisfied customers will tell between 8 and 10 other people about a negative experience with your company.

True False

          10. How you perform your job is a form of customer service.

True False

          11. You have no influence over whether a customer returns.

True False

           12. Customers can hear a smile over the phone.

True False

           13. Most customers will tell you if they are unhappy or upset.

True False

14. When a customer has a problem, it’s important that they understand your point of view.

True False

          15. It’s easier to attract a new customer than to earn back a dissatisfied customer.

True False

Answers:

1. False

2. False

3. False

4. True

5. True

6. True

7. False

8. True

9. True

10. True

11. False

12. True

13. False

14. False

15. False

So how did you do? If you gave this trivia quiz to others, how did they do? Does your staff understand that every person and every position has an impact on your customers - whether or not they interact with the customer or not.

The relationship your staff has with your customer and the manner in which your customer is treated has an immediate financial impact on your bottom-line. Does your staff know what one of your customers is worth to your company? What does it actually cost to lose a customer? What does it cost to acquire a new customer?

Next week we’ll provide you with a simple self-assessment survey that allows you to review your own behaviors and how they impact your customer.

MEASURE-X
6227 North 15th Street, Phoenix, AZ 85014
^{888-644-5499 www.measure-x.com
The Customer Service Training Experts!}

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