Certifcate in Customer Service Manager

1. Automation such as chatbots is beneficial because it:

2. Professional writing etiquette means:

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

4. Building trust with a customer requires:

5. Customer segmentation helps businesses to:

6. A key part of coaching service staff is:

7. An escalation protocol helps to:

8. Benchmarking in service management is used to:

9. A common challenge in delivering excellent service is:

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

11. Turning complaints into loyalty opportunities means:

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

13. Recruiting for customer service roles should focus on:

14. Continuous improvement in customer service involves:

15. Active listening in customer service involves:

16. Workforce planning & scheduling ensures:

17. Documentation and follow‑up ensures:

18. Service recovery aims to:

19. A customer‑centric culture primarily emphasizes:

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

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

22. Performance KPIs for service teams might include:

23. A CRM tool helps customer service by:

24. Non‑verbal communication includes:

25. Customer journey mapping is used to:

26. Turning customer feedback into standards helps to:

27. Which metric directly measures customer satisfaction?

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

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

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