Certifcate in Customer Service Manager

1. Continuous improvement in customer service involves:

2. Workforce planning & scheduling ensures:

3. Professional writing etiquette means:

4. A common challenge in delivering excellent service is:

5. Turning complaints into loyalty opportunities means:

6. A key part of coaching service staff is:

7. Automation such as chatbots is beneficial because it:

8. An escalation protocol helps to:

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

10. Documentation and follow‑up ensures:

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

12. Which metric directly measures customer satisfaction?

13. Customer segmentation helps businesses to:

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

15. Turning customer feedback into standards helps to:

16. Performance KPIs for service teams might include:

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

18. Active listening in customer service involves:

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

20. Service recovery aims to:

21. A CRM tool helps customer service by:

22. Recruiting for customer service roles should focus on:

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

24. Customer journey mapping is used to:

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

26. Building trust with a customer requires:

27. A customer‑centric culture primarily emphasizes:

28. Non‑verbal communication includes:

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

30. Benchmarking in service management is used to: