Certifcate in Customer Service Manager

1. Professional writing etiquette means:

2. Which factor has the greatest influence on customer satisfaction?

3. Motivation and retention of service personnel is important because:

4. The first step in de‑escalation with an angry customer is:

5. Which term best describes the value of customer service in achieving long‑term business success?

6. What is the main difference between service quality and customer experience?

7. Documentation and follow‑up ensures:

8. Automation such as chatbots is beneficial because it:

9. The first step in handling customer complaints is to:

10. A common challenge in delivering excellent service is:

11. Workforce planning & scheduling ensures:

12. Which metric directly measures customer satisfaction?

13. A key part of coaching service staff is:

14. Benchmarking in service management is used to:

15. What is the primary role of customer service in a business?

16. Non‑verbal communication includes:

17. An escalation protocol helps to:

18. A customer‑centric culture primarily emphasizes:

19. Building trust with a customer requires:

20. Continuous improvement in customer service involves:

21. Active listening in customer service involves:

22. A CRM tool helps customer service by:

23. Turning complaints into loyalty opportunities means:

24. Recruiting for customer service roles should focus on:

25. Emotional intelligence in customer interactions enables service agents to:

26. Customer segmentation helps businesses to:

27. Customer journey mapping is used to:

28. Service recovery aims to:

29. Performance KPIs for service teams might include:

30. Turning customer feedback into standards helps to: