Using Customer Feedback to Improve Service 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. How is customer satisfaction measured?

Question 2 2. Reactive customer service often makes customers _____.

Question 3 3. Which of the following is a way to use technology to provide proactive customer service?

Question 4 4. Why is it important to create and maintain customer profiles, history of transactions and personalization of customer services?

Question 5 5. What are the two things a customer service representative can do to make the customer satisfied?

Question 6 6. Which is an example of a pattern in customer feedback?

Question 7 7. Which metric explains the 2nd point of contact for unresolved issues.

Question 8 8. How do patterns emerge in customer feedback?

Question 9 9. How does operational CRM differ from analytical CRM?

Question 10 10. Why is it important to meet customer expectations?

Question 11 11. Customer experience management can be defined as _____.

Question 12 12. 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 13 13. 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 14 14. How can call center metrics such as wait times correlate with customer satisfaction?

Question 15 15. What is an informal way to measure customer satisfaction?

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Using Customer Feedback to Improve Service 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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