Why Nurses and Case Managers Need to Know About Customer Service

~ Exam ~

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This test has 15 questions.

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1. All of the following are definitions of customer service except:

  a. Focusing more on the customer and his needs rather than the product or service being sold.

  b. Doing all that can be done to persuade a customer why he or she should purchase a product or service.

  c. Doing all that can be done to make a customer feel appreciated.

  d. Feeling and acting accountable for a customer’s satisfaction.

2. Your co-worker is which one of your customers?

  a. Intrinsic

  b. Eternal

  c. Internal

  d. External

3. Customer satisfaction surveys should be conducted:

  a. Annually

  b. Quarterly

  c. Monthly

  d. Daily

4. To ensure that your customers are satisfied, you should:

  a. Take a customer service program.

  b. Frequently ask, “How can I help you?”

  c. Exceed their expectations.

  d. Learn everything there is to know about your product or service.

5. Which of the following statements indicates a person who is well suited to a customer service job?

  a. Turns around and goes the opposite way whenever a customer appears.

  b. Approaches customers with a smile, initiates conversation and offers assistance.

  c. Delays answering the phone if involved on the computer.

  d. Finds opportunities to decrease time spent with customers.

6. All of the following are true about phone etiquette except:

  a. A ringing phone should be answered by the 3rd ring.

  b. Answering the phone with simply “hello” is satisfactory.

  c. Never put a caller “on hold” without their permission, even if you are busy with a customer.

  d. You should only transfer a call as a last resort.

7. Select the phone greeting that is appropriate:

  a. Say “hello” and wait for the caller to speak, then ask, “What can I do for you?”

  b. Say “hello” give your name and wait for the caller to speak.

  c. Say hello, give your complete name and title, the name of your organization, then ask, “how can I help you?”

  d. Say “hello”, then tell the caller that he or she will have to wait until you get someone else to talk to them.

8. All of the following are appropriate ways to deal with difficult customers except which one?

  a. Say, “I’d like to help you. Please give me a chance to do that.”

  b. Say, I am sorry but our policy doesn’t allow me to do anything about this problem.”

  c. Offer to transfer them to someone else who can help if they refuse to work with you.

  d. If someone is verbally or physically aggressive, say, “ I can’t talk to you when you are shouting and trying to push me. If you will stop, I can try to help you.”

9. Indicate which of the following are good ideas for creating loyalty or repeat visits from your customers: A. Have a hot line for “hot” customers B. Offer free products or samples when possible C. Say “thanks” verbally, in writing, or by sending gifts of appreciation D. Ask often, “What is the most that I can do for you today?”

  a. A and B

  b. All of the Above

  c. C and D

  d. None of the Above

10. A satisfied customer will tell his story to how many other people?

  a. 1 - 2

  b. 4 - 6

  c. 8 - 10

  d. 10 - 20

11. One of the top 25 service actions that customers rank as very important is being addressed by their name.

  a. True

  b. False

12. If your job is not serving the customer, then you had better be serving someone who is.

  a. True

  b. False

13. Good service only becomes great service when the organization says it’s great!

  a. True

  b. False

14. Customers do not want an experience wherever and whenever they seek service...they just want the service.

  a. True

  b. False

15. The first impressions that customers get are the most lasting.

  a. True

  b. False