What does CRM software allow a company to do?

How important is the tone of voice when talking to someone on the phone?

Why do customers feel the need of some control in working to resolve an issue with a company?

How should a customer service representative determine what avenues to pursue to make a customer happy?

How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

Which of the following would be considered going the extra mile in resolving a past customer service issue?

You receive a call from a customer asking if they order has been shipped. You.....

You work for a furniture company and a customer calls asking what finishes you offer. You list them to the customer. The customer then asks 'don't you also offer ____?' you aren't sure so you.......

Generally speaking, a customer service representative should start a conversation with _________.

What is the definition of a truly customer service oriented company?

Which of the following is an example of reactive customer service?