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Class 12 It Chapter 2 Customer Query Management
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Customer Query Management
Chapter: 2
| SESSION 1: CUSTOMER QUERIES |
| Check Your Progress |
A. Multiple Choice Questions:
1. What is the primary purpose of an effective call opening?
(a) To end the call promptly.
(b) To establish a positive tone and rapport.
(c) To rush through the conversation.
(d) To avoid greeting the customer.
Ans: (b) To establish a positive tone and rapport.
2. Which step is NOT part of handling a call?
(a) Expressing gratitude.
(b) Recording call details.
(c) Making personal notes.
(d) Readiness for the next call.
Ans: (c) Making personal notes.
3. What does active listening involve?
(a) Only hearing spoken words.
(b) Observing verbal cues.
(c) Concentrating on what’s being said and unspoken cues.
(d) Ignoring body language.
Ans: (c) Concentrating on what’s being said and unspoken cues.
4. Which principle is essential in active listening?
(a) Interrupting the speaker.
(b) Prioritizing speaking over listening.
(c) Focusing on larger perspectives.
(d) Showing impatience.
Ans: (c) Focusing on larger perspectives.
5. What is the significance of empathy in customer service?
(a) Ignoring customer emotions.
(b) Acknowledging and addressing customer feelings for better solutions.
(c) Focusing solely on company policies.
(d) Being indifferent to customer issues.
Ans: (b) Acknowledging and addressing customer feelings for better solutions.
6. What is the primary purpose of introducing yourself and mentioning the company you represent at the beginning of a call?
(a) To confuse the customer.
(b) To establish a connection and context.
(c) To avoid interaction.
(d) To rush through the conversation.
Ans: (b) To establish a connection and context.
7. What is a crucial step for a customer service representative before ending a call?
(a) Expressing gratitude.
(b) Interrupting the customer.
(c) Making personal remarks.
(d) Avoiding any further conversation.
Ans: (a) Expressing gratitude.
8. Which factor does NOT contribute to effective listening?
(a) Concentration.
(b) Bias.
(c) Patience.
(d) Interpretation of verbal and non-verbal cues.
Ans: (b) Bias.
9. What does ‘INCOME calls’ typically refer to in a call center?
(a) Outgoing calls made by CSRs.
(b) Calls received by CSRs from customers.
(c) Internal meetings.
(d) Call recordings.
Ans: (b) Calls received by CSRs from customers.
10. What does active listening primarily involve?
(a) Hearing only the words spoken.
(b) Observing body language.
(c) Focusing on multitasking.
(d) Concentrating on both verbal and non-verbal cues.
Ans: (d) Concentrating on both verbal and non-verbal cues.
B. Fill in the Blanks:
1. The initial moments of a conversation are crucial for forming a favorable first _____________.
Ans: Impression.
2. Effective call openings involve tailored greetings and maintaining a ____________ tone.
Ans: Positive.
3. Handling calls includes logging in, headset setup, expressing gratitude, and __________ for the next call.
Ans: Readiness.
4. Active listening involves discerning ___________ cues.
Ans: Verbal and non-verbal.
5. Principles of active listening include empathy, patience, and understanding ___________.
Ans: Perspectives.
6. Creating a positive ___________ is important.
Ans: Rapport.
7. Effective listening involves interpreting _____________ cues.
Ans: Non-verbal.
8. Empathy involves understanding and acknowledging a customer’s ______________.
Ans: Emotions.
C. State whether the following statements are True or False:
1. Effective call openings are relevant in customer interactions.
Ans: True.
2. Active listening involves only focusing on spoken words.
Ans: False.
3. Empathy in customer service disregards customer emotions.
Ans: False.
4. Active listening involves interrupting the speaker to show engagement.
Ans: False.
5. Sympathy and empathy hold the same significance in customer interactions.
Ans: False.
6. Active listening only involves paying attention to verbal messages.
Ans: False.
7. Expressing gratitude is necessary in customer interactions.
Ans: True.
8. Sympathy and empathy have the same meaning in customer service.
Ans: False.
9. Empathy in customer service focuses solely on resolving issues.
Ans: False.
10. Call openings have minimal impact on customer interactions.
Ans: False.
D. Answer the following questions in short:
1. What role do voice customer service associates play in call centers?
Ans: Role of voice customer service associates: Establishing positive impressions and rapport through engaging calls and clear introductions.
2. Why are the initial moments of a conversation crucial in customer interactions?
Ans: Creating a positive first impression is important. A first impression is the last impression. The way you communicate and present yourself for the first time determines how you are perceived by others.
3. What are some effective opening lines for a CRM Domestic (Voice) call?
Ans: The following are some of the greeting scripts to start with:
Hello, [Customer Name]! Thank you for contacting [Business Name]. How can I help?
Hey there! We appreciate you using [Service Name]. We’re happy to help you with any questions you have.
Hi, [Customer Name]! Thanks for reaching out. Give me just a moment to read your message and I’ll do my best to help.
Welcome back, [Customer Name]! It’s great to see you again. How can I assist you today?
Hi, [Customer Name]! Welcome back to [Business Name]. Did you manage to resolve [the previous issue]?
4. List three ways to greet a customer effectively.
Ans: The three ways to greet a customer effectively are as under:
(i) Hello by time of day: Adjusting your greetings according to the time of day adds a personal touch.
(ii) Stand up when you meet someone: This shows that you respect that person.
(iii) Introduce yourself immediately: When initiating contact, introduce yourself courteously by saying your name.
5. What are the steps involved in handling a call, as outlined in the chapter?
Ans: Step 1: Ravi starts by logging into his computer using his user ID.
Following that, he enters his password to gain access.
Step 2: Next, he logs onto the Automatic Call Distributor or the ‘hard phone’.
Step 3: Now Ravi puts on his headset.
Step 4: Now Ravi is prepared to take calls. He recognizes an incoming call when his headset beeps or the hard phone blinks. Ravi begins conversing with the customer.
Step 5: After concluding the conversation with the customer: Ravi expresses gratitude to the customer before ending the call. He records the details of the call in the application.
6. Explain the difference between hearing and active listening.
Ans: Hearing captures sounds, but listening demands more—it necessitates concentration and attention to detail. When you listen, it’s not just about grasping the words; it’s about observing the narrative’s delivery, language nuances, vocal tones, and body language.
Effective listening involves being attuned to both verbal and non-verbal cues, enhancing your understanding and perception of the complete message.
Listening is a cognitive process.
Hearing is a sensory function.
7. Name three principles of active listening discussed in the chapter.
Ans: Stop talking: We have two ears and one mouth for a reason: listen more than you speak.
Prepare to listen: Focus on the speaker. Forget other things.
Put the speaker at ease: Ensure the speaker feels at ease during the conversation.
8. Why is empathy considered crucial in customer service?
Ans: Successful customer service relies on empathy, the ability to perceive situations from the customer’s viewpoint. It extends beyond just resolving issues; acknowledging a customer’s emotions is crucial before presenting solutions. Empathy involves grasping and validating a customer’s feelings and requirements before providing a fitting solution.
9. Define sympathy in the context of customer interactions.
Ans: Sympathy involves feeling pity or compassion for another person’s misfortune. Expressing empathy for another’s hardships or misfortunes. Compassionate understanding towards someone’s negative emotions or situation. An essential phase in social and moral growth and understanding.
10. How do CSRs typically recognize an incoming call?
Ans: He recognizes an incoming call when his headset beeps or the hard phone blinks.
| SESSION 2: QUERY MANAGEMENT |
| Check Your Progress |
A. Multiple Choice Questions:
1. Which software applications are crucial for processing and tracking customer queries in the Microsoft Office suite?
(a) Word and PowerPoint.
(b) Excel and Outlook.
(c) Word and Excel.
(d) PowerPoint and Outlook.
Ans: (b) Excel and Outlook.
2. What are the primary modes of resolution for shipping issues according to the chapter?
(a) Phone calls and letters.
(b) E-mail and chat.
(c) In-person meetings.
(d) Fax and social media.
Ans: (b) E-mail and chat.
3. What is essential to understand before commencing operations for effective utilization in query management?
(a) Customer preferences.
(b) Distinct case management systems.
(c) Market trends.
(d) Service product catalog.
Ans: (b) Distinct case management systems.
4. Which software tool in the Microsoft Office suite is primarily used for tracking customer queries?
(a) Word.
(b) Excel.
(c) PowerPoint.
(d) Outlook.
Ans: (b) Excel.
5. How are shipping issues typically resolved according to the chapter?
(a) In-person meetings.
(b) Phone calls.
(c) E-mail/chat.
(d) Fax.
Ans: (c) E-mail/chat.
6. What is vital before commencing operations for effective query management?
(a) Customer preferences.
(b) Understanding distinct case management systems.
(c) Social media engagement.
(d) Technical skills.
Ans: (b) Understanding distinct case management systems.
7. What is emphasized as essential for effective query management before commencing operations?
(a) Customer testimonials.
(b) Familiarity with different programming languages.
(c) Understanding distinct case management systems.
(d) Marketing strategies.
Ans: (c) Understanding distinct case management systems.
8. Which application in the Microsoft Office suite is crucial for processing customer queries but primarily used for creating presentations?
(a) Word.
(b) Excel.
(c) PowerPoint.
(d) Outlook.
Ans: (c) PowerPoint.
9. What type of issues are usually addressed via e-mail or chat in query management?
(a) Technical errors.
(b) Product defects.
(c) Invoicing concerns.
(d) Personnel complaints.
Ans: (c) Invoicing concerns.
10. Before starting operations for query management, what is necessary for efficient utilization?
(a) Customer preferences.
(b) Technical proficiency.
(c) Understanding the company’s branding.
(d) Familiarity with distinct case management systems.
Ans: (d) Familiarity with distinct case management systems.
B. Fill in the Blanks:
1. Different types of queries like product defects or shipping issues are resolved via ___________.
Ans: E-mail/chat.
2. Service Level Agreements (SLAs) formally define service delivery terms in __________.
Ans: Contracts.
3. Customer retention strategies prioritize exceeding customer expectations.
Ans: Expectations.
4. Microsoft Office suite includes applications like Word, Excel, PowerPoint, and __________ for efficient query management.
Ans: Outlook.
5. Service Level Agreements (SLAs) in contracts formally define terms related to __________.
Ans: Service delivery.
6. Customer retention strategies aim to exceed customer ____________.
Ans: Expectations.
7. Microsoft Office’s Outlook is crucial for managing _______ and ensuring streamlined resolution in query management.
Ans: E-mails.
8. Service Level Agreements (SLAs) detail the quality/standards of services provided and the metrics used to___________ them.
Ans: Measure.
9. Customer retention strategies aim to foster brand __________ by exceeding customer expectations.
Ans: Loyalty.
10. Each company utilizes a distinct case management system that empowers customer service managers to categorize and ____________ cases for quicker and more efficient issue resolution.
Ans: Prioritize.
C. State whether the following statements are True or False:
1. The Microsoft Office suite doesn’t play a significant role in query management.
Ans: False.
2. Service Level Agreements (SLAs) only involve technical specifics.
Ans: False.
3. Customer retention focuses solely on meeting customer expectations.
Ans: False.
4. The Microsoft Office suite is irrelevant in query management.
Ans: False.
5. Service Level Agreements (SLAs) solely focus on technical aspects.
Ans: False.
6. Customer retention strategies concentrate only on meeting customer expectations.
Ans: False.
7. Microsoft Office suite includes applications like Word, Excel, PowerPoint, and Outlook, among which Excel and Outlook are crucial for query management.
Ans: True.
8. SLAs are occasionally used to refer to the agreed-upon service or performance delivery time in contracts.
Ans: True.
9. Multilevel SLAs are segmented into tiers, each serving different customer groups but covering different services within the overarching SLA.
Ans: True.
10. Customer retention is solely about meeting customer expectations to foster brand loyalty.
Ans: False.
D. Answer the following questions in short:
1. What are the key applications within the Microsoft Office suite that are crucial for processing and tracking customer queries and complaints?
Ans: The company employs management systems and software tools to efficiently manage customer inquiries. Among the tools available, the Microsoft Office suite offers several applications like Word, Excel, PowerPoint, and Outlook. Specifically, MS Office and Excel are crucial for processing and tracking customer queries and complaints, ensuring a streamlined resolution process.
2. How important is it to understand the requirements of a company’s case management system for effective query resolution?
Ans: Each company utilizes a distinct case management system that empowers customer service managers to categorize and streamline cases for quicker and more efficient issue resolution. It’s essential to thoroughly comprehend the requirements of this management system before commencing operations to ensure effective utilization.
3. What steps can be taken to assure a customer that their concerns have been understood during an interaction?
Ans: Carefully review the customer’s concerns, summarize them, and seek confirmation of your understanding. Restating important details to the customer with a phrase like ‘Let me recap to ensure I have got this right’ helps assure them that you are attentive to their needs.
4. Why is it essential to promptly redirect queries outside of one’s area of competence or authority?
Ans: Refer queries outside your area of competence or authority promptly to appropriate people.
5. Explain the significance of call forwarding and its proper execution in customer service.
Ans: Call forwarding involves more than pressing buttons on your phone. It’s about transparently explaining to the customer why their call needs to be redirected.
Potential reasons for call redirection may include:
• The customer received the incorrect service.
• Queries that necessitate the expertise of other services.
• Inability to authorize the decision the customer seeks.
Examples:
Transferring the call: ‘May I please place your call on hold while I transfer this call.’ (Wait for their response) If Yes; ‘Thank you. Please hold while the call is being transferred.
6. Describe a scenario where a customer might consider switching service providers and how this situation could be addressed to retain the customer.
Ans: Retention/Service Cancellation:
Situation: The customer is upset because Technical Support can’t replace her out-of-warranty DSL Modem/Router. She’s expressing frustration about the cost of the modem and is considering switching to a different Internet Service Provider.
Customer’s Profile: Female, Age is 75 years old, and very irate.
Goal: Pacify the irate caller, and save the customer from cancelling her Internet Service.
7. What are Service Level Agreements (SLAs) in the context of customer service?
Ans: Service Level Agreements (SLAs) are the part of a service contract in which the service is formally defined. In practice, the term SLA is occasionally used to refer to the agreed-upon service or performance delivery time in contracts. For instance, Internet Service Providers commonly incorporate a Service Level Agreement into their contracts with customers to outline the specific service levels being offered.
8. How do SLAs differ between customer-based and service-based agreements?
Ans: Customer based SLA: Collective agreements covering various services used by a group of individual customers. For instance, SLAs between an IT service provider and a large organization’s finance department, encompassing services like financial systems, payroll, invoicing, and procurement systems.
Service-based SLA: The agreement is accessible to all customers using the service offered by the service provider. For example: An auto service station provides routine services to all customers and includes certain maintenance services within a comprehensive fee plan.
9. Explain the concept of multilevel SLAs and provide examples of their application.
Ans: Multilevel SLAs: SLAs are segmented into tiers, each serving specific customer groups but covering different services within the overarching SLA. A mobile carrier extends ongoing service to all customers and includes some maintenance within a plan utilizing a shared payment method. A single messaging system for the entire office presents challenges in its SLA as the service level provided can vary among different users. For instance, front office staff might require high-speed LAN connections, while local offices might rely on slower leased lines, leading to discrepancies in service levels.
10. Why is customer retention considered crucial for a company’s success, and how does it differ from customer satisfaction?
Ans: Customer Retention/Satisfaction:
Customer retention holds greater importance for a company’s success compared to mere customer satisfaction. While satisfying a customer involves meeting their expectations, retaining a customer goes beyond that—aiming to exceed expectations. This proactive approach fosters brand loyalty, ensuring continued business engagement and long-term success for the company.
| SESSION 3: DOCUMENTATION OF CUSTOMER QUERIES |
| Check Your Progress |
A. Multiple Choice Questions:
1. What are the different forms of support mentioned in the chapter?
(a) User Manual.
(b) Knowledge Base.
(c) FAQs.
(d) All of the above.
Ans: (d) All of the above.
2. What should moderators do before proposing solutions to customer issues?
(a) Consult supporting documents every time.
(b) Rely on personal experience only.
(c) Avoid referencing documents.
(d) Consult documents occasionally.
Ans: (a) Consult supporting documents every time.
3. In the case study provided, Mrs. Kapoor faces an issue with her laptop. What is the specific problem?
(a) Laptop not turning on at all.
(b) Laptop failing to load the operating system completely.
(c) Laptop screen displaying a blank screen after startup.
(d) All of the above.
Ans: (b) Laptop failing to load the operating system completely.
4. What is the purpose of referencing case studies or supporting documents regularly?
(a) To memorize solutions for faster resolution.
(b) To stay informed about recent updates.
(c) To avoid seeking help from supervisors.
(d) To showcase expertise to customers.
Ans: (b) To stay informed about recent updates.
5. What are the essential fields in a service request, according to Table 5.1 in the chapter?
(a) Summary, Reporter, Description, Impact, Urgency.
(b) Summary, Attachment, Linked Issues, Priority, Labels.
(c) Component/s, Assignee, Request participants, Approvers, Impact.
(d) Summary, Component/s, Description, Priority, Labels.
Ans: (a) Summary, Reporter, Description, Impact, Urgency.
6. What are some examples of support materials mentioned in the chapter?
(a) Whitepapers.
(b) User Guides.
(c) Brochures.
(d) All of the above.
Ans: (d) All of the above.
7. How can referencing case studies or support documents benefit customer service representatives?
(a) Improving response time.
(b) Enhancing customer satisfaction.
(c) Providing accurate solutions.
(d) All of the above.
Ans: (d) All of the above.
8. In the case study provided, what was the specific issue with Mrs. Kapoor’s laptop?
(a) Software malfunction.
(b) Hardware failure.
(c) Operating system issue.
(d) Connectivity problem.
Ans: (c) Operating system issue.
9. What is the significance of summarizing a customer’s query during an interaction?
(a) To confirm understanding.
(b) To stall for time.
(c) To redirect the conversation.
(d) None of the above.
Ans: (a) To confirm understanding.
10. What is the primary purpose of raising service tickets as mentioned in the chapter?
(a) Tracking customer complaints.
(b) Managing internal documentation.
(c) Organizing customer inquiries.
(d) Prioritizing customer requests.
Ans: (d) Prioritizing customer requests.
B. Fill in the Blanks:
1. Each division within an _____________ deals with different products or services.
Ans: Organization.
2. Moderators should refer to and review supporting _____________ before proposing solutions.
Ans: Documents.
3. Revisiting the knowledge base regularly is necessary for ____________ to stay informed about changes or updates.
Ans: Moderators.
4. A service request typically involves a user seeking _____________, advice, or assistance related to a standard requirement.
Ans: Information.
5. The process of receiving a customer’s call and generating a service request involves _______________.
Ans: Listening attentively.
6. When sharing information with customers about progress, ensure it’s____________.
Ans: Accurate.
7. Service requests are typically managed by the ____________.
Ans: Service desk.
8. ____________ is the person who submitted the service request.
Ans: Reporter.
9. ____________ represents the importance of the request’s resolution to the service desk.
Ans: Priority.
10. Impact is the effect of the ____________, usually in regards to service level agreements.
Ans: Request.
C. State whether the following statements are True or False:
1. Supporting documents like case studies should be referenced occasionally to propose solutions.
Ans: False.
2. Service requests typically involve users seeking information related to major system overhauls.
Ans: False.
3. The process of handling a service request starts with listening attentively to customer concerns and documenting them.
Ans: True.
4. A service request’s priority indicates its urgency and impact on business needs and goals.
Ans: True.
5. Referencing the knowledge base regularly is not necessary for staying informed about recent updates.
Ans: False.
6. The Impact field in a service request refers to the time available before the business feels the request’s impact.
Ans: False.
7. The Reporter in a service request is the service desk agent assigned to fulfill the request.
Ans: False.
8. Labels in a service request are used for categorizing or querying records.
Ans: True.
9. Service Level Agreements (SLAs) are not affected by the urgency of a service request.
Ans: False.
10. Service tickets are primarily raised to prioritize customer requests.
Ans: True.
D. Answer the following questions in short:
1. Why is it essential for customer service representatives to refer to support documents regularly?
Ans: Moderators should consistently refer to and review supporting documents before proposing solutions. Although a leader might believe certain steps can resolve a client’s issue, it is prudent to consult the supporting documents every time to minimize the margin of error.
2. How can referencing case studies or support materials benefit the resolution of customer issues?
Ans: Standard procedures often involve leveraging support materials, such as case studies, to illustrate various actions or tasks. These documents serve as guides and should be referenced regularly when carrying out specific actions or tasks. When accessing support documents, it’s crucial to note that they may contain multiple updates about a specific product or service. Being familiar with recent updates is essential.
3. What steps can be taken to ensure accurate understanding of a customer’s query during an interaction?
Ans: Listen attentively to customer concerns and document them. Reassure customers that problems will promptly be addressed and resolved. Inform the customer that the service request has been registered and provide the service request numbers for future reference.
4. In what ways does revisiting the knowledge base regularly prove beneficial for employees?
Ans: When accessing support documents, it’s crucial to note that they may contain multiple updates about a specific product or service. Being familiar with recent updates is essential. Therefore, revisiting the knowledge base regularly proves useful and necessary for employees to stay informed about these changes.
5. What are the key fields in a service request, and why are they crucial?
Ans: Summary: A short description of the request.
Reporter: The person who submitted the request.
Component: Segments of your IT infrastructure that relate to the request.
Attachment: Files or images added to the request.
Description: A long, detailed description of the request.
Linked Issues: A list of other requests that affect or are affected by the request.
Assignee: The service desk agent assigned to fulfil the request.
Priority: The importance of the request’s resolution to the service desk.
Labels: A list of additional custom labels used for categorizing or querying records.
Request participants: The people involved in the request.
Impact: The effect of the request, usually in regard to your business needs and goals.
6. How does summarizing a customer’s query help in effective query management?
Ans: Listen attentively to customer concerns and document them. Reassure customers that problems will promptly be addressed and resolved.
7. Why is it important to accurately document customer concerns during service interactions?
Ans: Documenting customer interactions is a valuable tool that can improve service quality, customer satisfaction, and professional reputation. It allows to provide accurate and consistent information to customers and colleagues. This can help to avoid misunderstandings, errors, or conflicts that may arise from poor communication. Documenting customer interactions also allows you to follow up on unresolved issues, pending requests, or feedback, analyze and improve your performance, skills, and processes, and demonstrate your professionalism, accountability, and integrity.
8. What role does a service ticket play in the customer query resolution process?
Ans: A service request typically involves a user seeking information, advice, or assistance related to a standard change. The process, starting from receiving a customer’s call to generating a service request, involves multiple systems. If the problem exceeds the designated scope, create a service request for review by the relevant individuals. Inform the customer that the service request has been registered and provide the service request numbers for future reference.
9. How can service tickets aid in organizing and prioritizing customer inquiries?
Ans: Priority: The importance of the request’s resolution to the service desk, usually in regards to business needs and goals. Sometimes calculated by impact and urgency.
10. What are the strategies to streamline the documentation process for customer queries?
Ans: Documenting customer interactions allows you to follow up on unresolved issues, pending requests, or feedback, analyze and improve your performance, skills, and processes, and demonstrate your professionalism, accountability, and integrity.
11. Amount to be calculated as Price * Qty.
Ans: Amount is always calculated as Price multiplied by Quantity (Qty).
For example, if the Price of one product is ₹500 and the Quantity (Qty) purchased is 3, then Amount = 500 × 3 = ₹1500.
| SESSION 4: MANAGE QUERY RESOLUTION |
| Check Your Progress |
A. Multiple Choice Questions:
1. Which customer type tends to make impulsive purchases and might quickly seek customer support if dissatisfied?
(a) Loyal customers.
(b) New customers.
(c) Angry customers.
(d) Attractive customers.
Ans: (b) New customers.
2. How should one handle an insistent customer?
(a) Be curt and direct to save time.
(b) Offer discounts immediately.
(c) Provide readily available informative content.
(d) Ignore their demands.
Ans: (c) Provide readily available informative content.
3. What technology enables real-time communication between service agents and customers via text messages?
(a) Wireless data access.
(b) Internet Phone Support.
(c) Text Messaging.
(d) Smart Call Routing.
Ans: (c) Text Messaging.
4. What is the purpose of an ACD Phone’s “Hold” button?
(a) Mute the CSR’s microphone.
(b) Transfer a call to another division.
(c) Play hold music for the customer.
(d) Use for essential pauses or discussions.
Ans: (c) Play hold music for the customer.
5. Which method of data collection relies on gathering information based on clients’ experiences?
(a) Case Studies.
(b) Focus Groups.
(c) Rule-Based Analysis.
(d) Technology: RSS Feeds.
Ans: (a) Case Studies.
6. What is the primary advantage of using templates for query resolution?
(a) Slows down your tasks for accuracy.
(b) Makes recording queries error-prone.
(c) Standardizes query handling.
(d) Makes queries time-consuming.
Ans: (c) Standardizes query handling.
7. What is the key strategy suggested for handling an angry customer?
(a) Take their rudeness personally.
(b) Avoid gathering feedback.
(c) Stay composed and articulate.
(d) Express uncertainty in solutions.
Ans: (c) Stay composed and articulate.
8. What is the main advantage of using RSS technology in customer service?
(a) Facilitating real-time communication.
(b) Streamlining information distribution.
(c) Enabling wireless data access.
(d) Improving call quality.
Ans: (b) Streamlining information distribution.
9. Which customer type requires extra attention due to their long-term association with the business?
(a) Angry customers.
(b) New customers.
(c) Attractive customers.
(d) Loyal customers.
Ans: (d) Loyal customers.
10. What should be avoided when dealing with confidential data?
(a) Sharing information within the company.
(b) Using secure password protection.
(c) Disclosing customer profiles.
(d) Implementing strict password policies.
Ans: (c) Disclosing customer profiles.
B. Fill in the Blanks:
1. A rising technology in customer service is RSS, streamlining information distribution.
Ans: RSS.
2. The ACD phone’s “Mute” button allows the CSR to hide conversation from the customer.
Ans: Hide conversation.
3. Handling loyal customers brings both joy and responsibility due to their specific needs.
Ans: Responsibility.
4. Rule-based analysis involves conditional branching and decision-making processes.
Ans: Rule-based.
5. Templates are crucial for recording and sharing essential details.
Ans: Recording.
6. Confidential information should be treated with care to prevent breaches.
Ans: Care.
7. Focus groups rely on thorough group discussions to gather information based on clients’ experiences.
Ans: Experiences.
8. The “Hold” button on an ACD phone plays music for the customer.
Ans: Music.
9. The Pause button on an ACD phone is used for essential pauses.
Ans: Pause.
10. Customers might quickly reach out to support if a product doesn’t meet their expectations.
Ans: Expectations.
C. State whether the following statements are True or False:
1. Templates slow down query resolution processes.
Ans: False.
2. Loyal customers might share experiences on social media, boosting organic marketing.
Ans: True.
3. Wireless data access helps field teams access information from anywhere they work.
Ans: True.
4. Text messaging is not commonly used for customer service purposes.
Ans: False.
5. The ACD phone’s “Transfer” button is used for muting the CSR’s microphone.
Ans: False.
6. It’s acceptable to share one customer’s information with another if needed.
Ans: False.
7. Rule-based analysis involves decision-making processes grounded in hardware elements.
Ans: False.
8. Confidentiality breaches in handling sensitive data could lead to criminal charges.
Ans: True.
9. The ACD phone’s “Not ready” button is primarily for regular breaks.
Ans: True.
10. Angry customers’ feedback is not valuable for improving future experiences.
Ans: False.
D. Answer the following questions in short:
1. How does handling new customers contribute to fostering brand loyalty?
Ans: Foster brand loyalty and potentially convert them into returning customers. Patiently assisting new customers with their issues is crucial for your business success, demonstrating right from the start that your business values those it serves.
2. What precaution is advised when dealing with an impulsive, attractive customer?
Ans: Customers who act impulsively might encounter legal support concerns, so it is important to handle their requests just like any other ticket at the start. If a customer is not pleased with redirection, acknowledge their feelings, but avoid committing to anything beyond your role as a support agent. While retaining customers is crucial, simply rescuing them from a mistaken purchase is not sufficient if they buy something without understanding it.
3. Describe a recommended approach for handling angry customers.
Ans: Having a clear strategy for upset customers is crucial, avoiding any sense of uncertainty that might worsen their frustration. Stay composed and articulate while explaining the steps to resolve their issue. When facing rudeness, try not to take it personally; the customer might view you as part of a system that causes them trouble. It is valuable to gather feedback from unhappy customers as it could highlight areas for enhancing their overall experience in the future.
4. What’s the significance of using templates in query resolution?
Ans: Templates are great for saving queries fast. If you have a template to log call loss issues and create service requests, it helps manage the anticipated volume of requests from affected customers. Without a template, you would need to search for documentation, which can be time-consuming, tedious, and prone to errors, especially if you are handling a high volume of calls. That’s why templates are always essential.
5. How do loyal customers influence organic marketing for a business?
Ans: When loyal customers share their experiences on social media, it can boost organic marketing for your business since they are already interested. But for this to happen, their support experience must be positive. Even if the issue is not entirely your company’s fault, offering discounts or loyalty rewards can satisfy them and boost sales. This increases the chances of them recommending your business to potential customers.
6. Explain the purpose of Rule-Based Analysis in customer service.
Ans: Rule-based analysis involves conditional branching and decision-making processes.
7. What are the key advantages of utilizing text messaging for customer support?
Ans: Text messaging provides real-time communication between service agents and customers, allowing quick query resolution and convenience for both parties.
8. How does wireless data access benefit field teams in customer service scenarios?
Ans: Wireless data access helps field teams access information from anywhere they work.
9. Describe the role of the ACD phone’s “Hold” button in customer interactions.
Ans: The ‘Hold’ button on an ACD phone allows CSRs to place a customer on hold temporarily, usually with background music, while addressing the query internally.”
10. What are the primary rules to observe when handling confidential data in customer service?
Ans: Confidential data should never be disclosed to unauthorized persons, must be protected with secure passwords, and handled with strict confidentiality to avoid breaches.
Hi! my Name is Parimal Roy. I have completed my Bachelor’s degree in Philosophy (B.A.) from Silapathar General College. Currently, I am working as an HR Manager at Dev Library. It is a website that provides study materials for students from Class 3 to 12, including SCERT and NCERT notes. It also offers resources for BA, B.Com, B.Sc, and Computer Science, along with postgraduate notes. Besides study materials, the website has novels, eBooks, health and finance articles, biographies, quotes, and more.
