1 During the planning process, employees should set a list of the things they would like to achieve during a specific timetable. * 3 points True False

2 When talking to a customer, always use a formal tone to engage with them. true or false

3 A frequent satisfied customer who is used to check the books he needs using a PC can be rewarded by the company through sending coffee and an employee to check his needs. true or false

4 Empowerment should be embedded in the company's cultural philosophy. t or f

5 During the planning process, employees should set a list of the things they would like to achieve during a specific timetable.t or f

6 Market segmentation is supported by customer intelligence. t or f

7 The most important method of communication is listening. *

8 When discussing issues with your customer, respond to every sentence the customer says till he finishes. *

9 Amazon e-commerce business is considered an example of self-sufficiency. *

10 Training teachers to use online learning systems is an example of using technology to achieve excellent customer service. *

11 Providing free meals to employees is an example of consumption behavior. *

12 Your voice tone tells the customer whether the employee is authoritative or friendly. *

13 Phone calls with customers should be long so they feel their importance to the company. *

14 When setting the customer service department budget, the highest percentage goes to developing the infrastructure.

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