Defining & Implementing Customer Service Metrics 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!

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Question 1 1. Which metric explains the 2nd point of contact for unresolved issues.

Question 2 2. Which statement about polling customer satisfaction is TRUE?

Question 3 3. 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 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. Choose the BEST answer to define churn rate.

Defining & Implementing Customer Service Metrics 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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