Customer Service Operations - Learning Block 5 Practice Questions Flashcards Preview

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Flashcards in Customer Service Operations - Learning Block 5 Practice Questions Deck (10)
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1
Q

Human rights and food safety laws are examples of which type of law?

A

Common

2
Q

Every organization, firm, or business is governed by:

A

The rules and regulations set by the local, state, and federal governments

3
Q

The term legal refers to:

A

Any action that is permitted or required by the laws of a governing body

4
Q

The reason that laws, rules, and company policies need to be known and understood is that:

A

They directly affect employees

5
Q

To establish trust with customers, customer service providers must act in which manner?

A

Be calm, communicate thoroughly, and respond quickly when situations arise

6
Q

Ethics provides guidance for which of the following?

A

Questions relating to the fairness, justness, rightness, or wrongness of an action

7
Q

In the U.S., the Department of Labor administers and enforces:

A

Federal laws that impact the workforce

8
Q

Typically, who is responsible for monitoring team performance and providing training?

A

Customer service managers

9
Q

The purpose of being aware of the legal and regulatory concerns of order management and customer service is to help employees:

A

Conduct themselves in a professional manner and ensure that customers’ expectations are fulfilled

10
Q

Employee mistakes must be brought to the attention of management for resolution to avoid:

A

Unhappy customers and possible legal action

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