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Customer Service Management Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Page 1

Question 1 1. What is one thing a customer service manager is typically responsible for?

Question 2 2. Why is training an important part of the customer service manager's job?

Question 3 3. Which of the following is a relevant skill of a customer service manager?

Question 4 4. What is one way the customer service manager supports the customer service team?

Question 5 5. Why is patience an important attribute of a customer service manager?

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Question 6 6. Laura needs to deliver information to her team of customer service representatives about a new product that's about to hit the market. What's the BEST way to prepare the team for questions they may receive?

Question 7 7. You're coaching a team member to improve a specific behavior. Which of the following is NOT a recommended approach to providing constructive feedback?

Question 8 8. What is the BEST way to promote good communication within your team?

Question 9 9. When providing information to your team, you should always:

Question 10 10. Jillian needs to address a mistake that was made by Sally, a member of her team. Sally is dedicated and diligent and rarely makes mistakes. What is the BEST way for Jillian to handle this?

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Question 11 11. What type of attitude should you look for in customer service personnel candidates?

Question 12 12. Which of the following is the BEST way to recruit customer service personnel?

Question 13 13. Why is hiring in customer service unique?

Question 14 14. What is an example of a good question to ask during an interview for customer service personnel in order to get to know the candidate?

Question 15 15. Why is it important to set clear expectations of the position?

Customer Service Management Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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