Customer Service Week 2015 Quiz - External Customer Question Title * 1. * Customer Profile Name: Company: Address 1: Address 2: Country: Email Address: Phone Number: Question Title * 2. A complaining customer is? A. Always right B. Almost right C. Often lying D. Always the customer Question Title * 3. Customers who complain: A. Had unhappy childhood B. Are genetically predisposed to be sourpusses C. Have trouble in their primary relationships D. Are doing you a service in identifying what is not working in your business or organization Question Title * 4. The best reward for your customer service representative is? A. Earplugs and punching bags B. Valium or other mind-numbing drugs C. Recognition and appreciation on your part D. Anger management seminars Question Title * 5. CRM stands for? A. Customers Rarely Matter B. Can’t Remember Much C. Communicating Random Meaning D. Customers Rudimentarily Managed E. Customer Relationship Management Question Title * 6. Customers who complain want? . . A. Something for nothing B. To be heard and have their experience validated C. To vent for the sport of it D. To be made majority shareholders in the company Question Title * 7. Customer Service departments: A. Are the afterthought that cleans up messes other departments cause B. Build customer loyalty C. Are leaders in understanding customer behavioural pattern and market research Other (please specify) Question Title * 8. For a company to be considered service-oriented: A. It must mention customer service in its mission statement. B. At least 18.3% of its employees must work in the customer service department C. Its managers must at one time have been CSRs D. Customer service must be addressed by all departments Question Title * 9. A Call Centre is defined as? A. The midpoint in duration of a telephone call B. A revenue sink hole C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls D. A location where complaints and problems are converted into successful saves for your customers and your company Question Title * 10. Customer Care is? A. A managed care medical program for customers B. A nifty alliterative phrase that looks good in company brochures C. A new program where customers care for themselves D. A philosophy wherein the customer is wrapped in service even before a problem arises Done