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Customer Service Attitude and Technique The Seventh Episode: Responsiveness

 

    1) The second “R” of the international service standards RATER refers to Responsiveness. How many dimensions does it have?\n A) 3 (correct answer)\n B) 4\n C) 5\n D) 6\n 2) When receiving a call from a customer, which of the following is the standard?\n A) Should allow the customer to leave messages\n B) Should only receive calls manually\n C) Should only take calls with automated system\n D) Should be as quick as possible, regardless of if it is manually or automated system (correct answer)\n 3) The company restricts certain products from being sampled. If the front-line staff is choice-oriented, how may they respond?\n A) “Sorry this is company policy.”\n B) “You may try the other products or use alternative methods of sampling.” (correct answer)\n C) “I have this product personally too! Would you like to try mine?”\n D) “It doesn’t matter, we have a guaranteed return policy so you can buy and return it.”\n 4) The company restricts certain products from being sampled. If the front-line staff is empathy-oriented, how would they respond?\n A) “Sorry this is company policy.”\n B) “You may try the other products or use alternative methods of sampling.”\n C) “I have this product personally too! Would you like to try mine?” (correct answer)\n D) “It doesn’t matter, we have a guaranteed return policy so you can buy and return it.”\n 5) The company restricts certain products from being sampled. If the front-line staff is trust-oriented, how would they respond?\n A) “Sorry this is company policy.”\n B) “You may try the other products or use alternative methods of sampling.”\n C) “I have this product personally too! Would you like to try mine?”\n D) “It doesn’t matter, we have a guaranteed return policy so you can buy and return it.” (correct answer)\n 6) The “A” from the modern technology that the service industry applies may refer to:\n A) Artificial Intelligence (correct answer)\n B) Blockchain technology\n C) Cloud technology\n D) Big Data\n 7) The “B” from the modern technology that the service industry applies may refer to:\n A) Artificial Intelligence\n B) Blockchain technology (correct answer)\n C) Cloud technology\n D) Big Data\n 8) The “C” from the modern technology that the service industry applies may refer to:\n A) Artificial Intelligence\n B) Blockchain technology\n C) Cloud technology (correct answer)\n D) Big Data\n 9) The “D” from the modern technology that the service industry applies may refer to:\n A) Artificial Intelligence\n B) Blockchain technology\n C) Cloud technology\n D) Data mining (correct answer)\n

Updated on 2022/10/12

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