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Establishing Customer Service Metrics Final Exam

Free Practice Test Instructions:

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

Question 1 1. Choose the BEST answer to define churn rate.

Question 2 2. Mr. Baker receives feedback that customer issues are resolved on first contact; however, the time to resolution is too high. Which customer service metric should he review first?

Question 3 3. Which statement about polling customer satisfaction is TRUE?

Question 4 4. Sharon's customer service team handles the most difficult cases which may take quite some time to repair or replace; setting expectations with the customer is paramount. Which metric identifies this situation?

Question 5 5. Which metric explains the 2nd point of contact for unresolved issues.

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Establishing Customer Service Metrics Final Free Practice Test Instructions

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

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