Delivering and Measuring Customer Service:
This Isn't Rocket Surgery!
2nd Edition
By Richard D. Hanks
QUIZ: How well do you understand customer service?
Answer each question by clicking on your answer below. Your final score will be shown at the bottom of the page.
Low score? Don't worry - you can improve your knowledge by reading Delivering and Measuring Customer Service.
The first 5 people to email us the correct answer to the bonus question will receive a free copy of the book!
(Choose the one best possible answer.)BONUS QUESTION:
What is the Platinum Rule** of customer service?
Answers:
(A) Do unto others as you would have done unto you
(B) Do unto others as they would have done unto them
(C) The customer is always right
(D) Take care of your customers or someone else will
(B) Do unto others as they would have done unto them
(C) The customer is always right
(D) Take care of your customers or someone else will
Are you interested in hearing the voice of your customers? Contact us for more information.
1*The best known and most complete sources on The Balanced Scorecard (which we highly recommend) are:
"The Balanced Scorecard: Measures that Drive Performance," Kaplan and Norton, HBR, Jan 1992.
"The Balanced Scorecard: Translating Strategy into Action," Kaplan and Norton, HBS Press, 1996.
"The Balanced Scorecard: Translating Strategy into Action," Kaplan and Norton, HBS Press, 1996.
**The Platinum Rule is a trademark of Dr. Tony Alessandra - http://www.platinumrule.com
