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Exam 1: Customer Service Skills

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Question 1

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Empathy is always agreeing with everything the customer says.

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Question 2

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Appreciation is not considered a mind-set established through self-talk.

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Question 3

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_____ includes all the things you are saying to yourself as you work with a customer and complete your tasks.

Knowing how to do your job well is fostered by confidence.

Attitude is not considered a key factor in developing a good first impression.

A person who is good-natured and tolerant of delay or incompetence is considered to be _____ .

Being open-minded means that all opinions or ideals are correct for a particular problem.

If you are out of touch for a specific time, letting people know so they won't be disappointed by your lack of response is part of being _____ .

Attitude is everything when providing service.

Telling a customer what he or she wants to hear regardless of whether or not it is true is okay, as long as the customer doesn't discover you were dishonest.

_____ is believing that you can perform a particular task well.

Confidence, competence, appreciation, empathy, honesty, reliability, responsiveness, patience, open-mindedness, and courtesy make up the elements of _____ .

Promising that a product will meet a need when you know it won't will cause "_____" problems.

Attitude is contagious not only to other employees or contractors with whom you work, but also to the customers themselves.

Reliability has nothing to do with always doing what you say you will do.

Ensuring that customers and coworkers can contact you and showing up on time are two primary keys to being considered _____ .

_____ is having the right knowledge and skills to perform a particular task.

Which of the following elements demonstrates attentiveness to the customer and allows you to gain critical information necessary for your task?

Appreciation is a mindset established through _____ .

Courtesy is a habit that, once formed, becomes second nature.