BUS 209

The Customer Service Profession_Module Quiz_Unit 6_Lesson12 Question 1 It is important to in order to empower yourself as part of your professional and personal work-life balance.  take control and take command Question 2 As a customer service professional, the challenges you face are solvable with training, development, and networking.  True Question 3 Judging ourselves against others does not tend to lead to personal growth, personal development, or career advancement.  Tr...

Final Exam_Customer Service_ BUS 209 Question 1 In an era of online comparison shopping, which of the following may be the ultimate and enduring differentiator?  the customer experience Question 2 _____ interferes with the receiver getting the message from the sender.  Noise Question 3 True or false: Cost-cutting is a way for many companies to grow and remain stable.  True Question 4 To provide effective customer service, it is up to a CSW to understand the customer’s nee...

Final Exam_Customer Service_ BUS 209 Question 1 In an era of online comparison shopping, which of the following may be the ultimate and enduring differentiator?  the customer experience Question 2 _____ interferes with the receiver getting the message from the sender.  Noise Question 3 True or false: Cost-cutting is a way for many companies to grow and remain stable.  True Question 4 To provide effective customer service, it is up to a CSW to understand the customer’s nee...

The Customer Service Profession_Module Quiz_Unit 6_Lesson12 Question 1 It is important to in order to empower yourself as part of your professional and personal work-life balance.  take control and take command Question 2 As a customer service professional, the challenges you face are solvable with training, development, and networking.  True Question 3

Teamwork in Customer Service Module Quiz_Unit 5_Lesson 10 Question 1 _____is a critical characteristic of a productive team.  A clear purpose Question 2 Which should be most strongly consid

Customer Service and Electronic Media Module Quiz_Unit 5_Lesson 9 Question 1 Because the phone can rob your voice of s

Dealing with Diverse Customers_Module Quiz_Unit 4_Lesson7 Question 1 _____refers to how openly a society or culture accepts or does not accept differences between people, as in hierarchies in the workplace or in politics.  Power distance Question 2 People in the United States and Canada tend to give relatively less emphasis to nonverbal communication, such as eye contact and posture.  True Question 3 A system of shared values, beliefs, and rituals that are learned and passed on t...

Problem Solving in Customer Service_Module Quiz_Unit 3_Lesson 6 Question 1 The transformation of the internet into a social platform has resulted in a power shift from sellers to buyers.  True Question 2 Customer relationships with an emotional dimension.  take more effort to create, and are even harder to break Question 3 A CSW can retain control of a challenging customer service situation by listening, empathizing, and taking charge.  True Question 4 Which of the

Verbal and Nonverbal Communication_ Module Quiz_Unit 2_Lesson 4 Question 1 The tone of voice you use when dealing with customers is especially important on the phone, when nonverbal cues are missing from the conversation.  True Question 2 Customer service agents should strive to smile at all times when dealing with a customer, even when the customer is expressing anger or frustration.  False Question 3 You can better understand the full meaning of a message by paying special atte...

Verbal and Nonverbal Communication_ Module Quiz_Unit 2_Lesson 4 Question 1 The tone of voice you use when dealing with customers is especially important on the phone, when nonverbal cues are missing from the conversation.  True Question 2 Customer service agents should strive to smile at all times when dealing with a customer, even when the customer is expressing anger or frustration.  False Question 3 You can better understand the full meaning of a message by paying special atte...