Objectives & Action Plans in Customer Service


Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

Why is it important to set goals and objectives in customer service?

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1. Which of the following is an example of a goal in terms of customer service?

2. Which of the following is the BEST definition of an objective in terms of customer service?

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About This Quiz & Worksheet

Although customer service, in general, is a broad topic, you can determine how well you know the basic goals and directives of customer service with this worksheet/quiz. These questions ask you to define all the important terms necessary for understanding the purpose of goals and directives within the field of customer service.

Quiz & Worksheet Goals

Practicing with these assessment tools can help you determine your comprehension of:

  • The importance of objectives and goals
  • Goal examples
  • The description of an objective
  • The characteristics of an action plan
  • Methods for measuring goal progress

Skills Practiced

As you go through the quiz and worksheet, you will have the opportunity to enhance the following skills:

  • Reading comprehension - ensure that you draw the most important information from the related customer service lesson
  • Critical thinking - apply relevant concepts to examine information about objectives in a different light
  • Information recall - access the knowledge you've gained regarding assessing goal progress

Additional Learning

To improve your scores on the quiz, get a recap on this information in the attached lesson, Objectives and Action Plans in Customer Service. Some of the main points from this lesson are as follows:

  • Differentiating between objectives and goals
  • Building an action plan
  • Effective strategies for measuring progress