Customer Service and Operational Procedures Quiz

SLA stands for Service Level Agreement, defining the agreed-upon level of service between a provider and a customer.

Implementing operational procedures in a business aims to streamline and standardize processes for efficiency.

CRM stands for Customer Relationship Management, focusing on managing interactions and relationships with customers.

The primary purpose of a knowledge base in customer service is to provide a centralized repository of information for customer support.

The purpose of a service level objective (SLO) in customer service is to define the expected level of service performance.

Proactive customer service involves anticipating and addressing customer needs before they arise.

The 'escalation' process in customer service aims to transfer the call to a higher level of support for resolution.

A customer journey map in customer service is significant for understanding and improving the customer experience across various touchpoints.

Empathy in customer service fosters better understanding and connection with customers.

'First call resolution' in customer service involves ensuring that the customer's first call is the only call needed to resolve their issue.

Average response time to customer inquiries is a key performance indicator (KPI) for measuring customer service effectiveness.

Social media is a commonly used communication channel for providing real-time customer support.

IVR stands for Integrated Voice Recognition in the context of customer service.

'Omnichannel' in customer service refers to a seamless and integrated approach to customer communication across various channels.

In customer service, a chatbot's purpose is to provide automated responses and assistance to customer inquiries.