Customer Service Operations - Learning Block 5 Practice Questions

Question 1

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

Answer 1

Common

Question 2

Every organization, firm, or business is governed by:

Answer 2

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

Question 3

The term legal refers to:

Answer 3

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

Question 4

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

Answer 4

They directly affect employees

Question 5

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

Answer 5

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

Question 6

Ethics provides guidance for which of the following?

Answer 6

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

Question 7

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

Answer 7

Federal laws that impact the workforce

Question 8

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

Answer 8

Customer service managers

Question 9

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

Answer 9

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

Question 10

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

Answer 10

Unhappy customers and possible legal action