A) Customer Relationship Management
B) Customer Review Metrics
C) Customer Resource Management
D) Customer Refund Management

A) A schedule for employee breaks
B) A contract that defines the level of service a customer can expect
C) An agreement to provide free services
D) A document requesting customer feedback

A) Kindly Provide Information
B) Keeping Problems Internal
C) Know Product Information
D) Key Performance Indicator

A) Allowing customers to find solutions on their own without direct assistance
B) Forcing customers to wait in long queues for assistance
C) Providing excessive assistance to every customer
D) Avoiding customer interactions completely

A) To confuse customers
B) To change policies frequently
C) To build trust and reliability with customers
D) To slow down service delivery

A) To equip employees with the skills to handle customer interactions effectively
B) To discourage employees from engaging with customers
C) To promote rude behavior towards customers
D) To increase response times

A) To ignore customer communications
B) To wait for customers to complain before taking action
C) To provide subpar service
D) To anticipate customer needs and provide solutions before they ask

A) To gather insights on customer satisfaction and areas for improvement
B) To slow down response times
C) To avoid addressing customer concerns
D) To increase service prices

A) Understanding and sharing the feelings of the customer
B) Being indifferent to customer concerns
C) Blaming the customer for issues
D) Ignoring customer emotions