What’s Your Customer Service IQ?

April 29th, 2011 by Michael Page

1. Conventional wisdom says that upset customers tell eight to ten people if they were unhappy about a company’s poor customer service. Now they can tell eight to 10 million or more because of ________________.

a. the Customer Service Reporting System
b. the increasing population
c. the local media
d. the Internet

2. The software process a company uses to track and organize current and future customers is called _________________.

a. customer service reporting
b. customer relationship management
c. customer care
d. human resources universal software

3. The software process mentioned in question 2 above is not foolproof because some organizations __________________.

a. fail to maintain their computer systems
b. employ too few customer service employees
c. do not take full advantage of the software after installing
d. have outdated computers

4. Each year, the average business loses __________ of its customers because of poor customer service.

a. 10 to 15 percent
b. 50 percent
c. 90 percent
d. 1 percent

5. What department of any company should carry 100 percent of the load of good customer service?

a. the Customer Service department
b. Human Resources
c. no matter the department, it is every employee’s responsibility to supply excellent customer service
d. the CEO’s office

6. The word(s) used to describe the number of customers lost over a period of time is _________.

a. slash
b. churn
c. the ones who got away
d. rollover

7. The most important thing to do when confronted with a customer service problem is _____________.

a. listen to the customer’s concerns
b. say you are sorry for the problem
c. correct the problem quickly
d. all of the above

8. What’s the best thing to do when confronted by an angry customer?

a. deny everything; after all, your company is always right
b. put the phone receiver down and walk away while he details the problem
c. let him/her do a certain amount of venting as long as it’s not personal
d. let him bully you personally because someone at your company deserves it


9. _________ customers are usually more profitable to an organization.

a. Long-term
b. Wealthy
c. Older
d. Complaining

10. Complete this quote Walt Disney made about customer service: “Do what you do so well that they will
_____________.”  (Our readers of previous newsletters will know the answer to this one)

a. copy it in their own organizations
b. want to see it again and bring their friends
c. return to see you at least once a month
d. call everyone they know to report what a good time they had


Answers: 1. d; 2. b; 3. c; 4. a; 5. c; 6. b; 7 d; 8. c; 9. a; 10. b
Source: Various customer service experts

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