CX & CRM Mastery Challenge

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Leaderboard powered quiz on service & CRM

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Eugene Okeyo

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Froggy Jumps CX & CRM Mastery ChallengeVersión en línea Leaderboard powered quiz on service & CRM por Eugene Okeyo 1 What does CRM stand for in customer relations? a Customer Relationship Management: strategies and tools to manage interactions across the customer li b Customer Response Metrics: tracking service quality c Customer Revenue Management: optimizing profits from each account 2 What is Net Promoter Score (NPS) primarily used to measure? a Customer loyalty and the likelihood to recommend a brand. b Employee performance in support scenarios c Customer satisfaction with a product 3 Which practice best describes active listening in customer service? a Interrupting to share your experience b Fully concentrating on the speaker and confirming understanding before replying. c Listening only to key phrases while planning a reply 4 CSAT in customer service is typically obtained by: a Measuring long-term loyalty b Tracking website traffic c Asking customers how satisfied they were with an interaction. 5 Personalization in CRM means: a Sending the same message to all customers b Increasing the number of emails sent per week c Tailoring communications based on customer data and history. 6 Best practice for handling a difficult customer is to: a Argue to prove the point b Acknowledge the issue, apologize, and offer a concrete solution. c Transfer the call without explanation

Froggy Jumps

CX & CRM Mastery ChallengeVersión en línea

Leaderboard powered quiz on service & CRM

por Eugene Okeyo

What does CRM stand for in customer relations?

Customer Relationship Management: strategies and tools to manage interactions across the customer li

Customer Response Metrics: tracking service quality

Customer Revenue Management: optimizing profits from each account

What is Net Promoter Score (NPS) primarily used to measure?

Customer loyalty and the likelihood to recommend a brand.

Employee performance in support scenarios

Customer satisfaction with a product

Which practice best describes active listening in customer service?

Interrupting to share your experience

Fully concentrating on the speaker and confirming understanding before replying.

Listening only to key phrases while planning a reply

CSAT in customer service is typically obtained by:

Measuring long-term loyalty

Tracking website traffic

Asking customers how satisfied they were with an interaction.

Personalization in CRM means:

Sending the same message to all customers

Increasing the number of emails sent per week

Tailoring communications based on customer data and history.

Best practice for handling a difficult customer is to:

Argue to prove the point

Acknowledge the issue, apologize, and offer a concrete solution.

Transfer the call without explanation

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CX & CRM Mastery Challenge

Froggy Jumps

Sobre esta actividad

Creada por

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Froggy Jumps

CX & CRM Mastery ChallengeVersión en línea

por Eugene Okeyo

What does CRM stand for in customer relations?

What is Net Promoter Score (NPS) primarily used to measure?

Which practice best describes active listening in customer service?

CSAT in customer service is typically obtained by:

Personalization in CRM means:

Best practice for handling a difficult customer is to:

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