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Final Quiz

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Final Quiz

CollegED July 28, 2025

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Question 1 of 10

1. Question
Select the correct answer: An administrative assistant prepares research and documentation for another department. What type of customer does the assistant serve?
- Internal customer
- External customer
Correct

Incorrect
Question 2 of 10

2. Question
True or False: Customer service must be measured in order to know what’s working.
- True
- False
Correct

Incorrect
Question 3 of 10

3. Question
Select the correct answer: Knowing my own values and goals helps me to deliver better service because:
- Having something clear to refer to is helpful
- I can use that insight to better relate to my customers
- I can help customers determine their own goals
Correct

Incorrect
Question 4 of 10

4. Question
True or False: A call should only be transferred if the person transferring cannot help the caller and is sure that whomever the call will be transferred to can help.
- True
- False
Correct

Incorrect
Question 5 of 10

5. Question
True or False: Deadlines for customer service goals will only add stress.
- True
- False
Correct

Incorrect
Question 6 of 10

6. Question
Select the correct answer: Paying attention to the critical elements of customer service helps our company to be more profitable. A commitment to customer service must be demonstrated by:
- Front-line staff
- Supervisors
- Senior management
- All of the above
Correct

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Question 7 of 10

7. Question
True or False: You should apologize when a customer has made a complaint. It doesn’t matter who is at fault; you need to acknowledge that a problem occurred and show concern.
- True
- False
Correct

Incorrect
Question 8 of 10

8. Question
True or False: You don’t need to follow up on a customer complaint if they left the store feeling happy.
- True
- False
Correct

Incorrect
Question 9 of 10

9. Question
True or False: In order to be successful, we must exceed customer expectations.
- True
- False
Correct

Incorrect
Question 10 of 10

10. Question
True or False: Visualizing a successful outcome to a situation will help lower your stress.
- True
- False
Correct

Incorrect

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