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15. Which Modern Customer Service Approach Emphasizes Proactive Support? A. Reactive Only Responses B. Delayed Assistance C.

Question

15. Which modern customer service approach emphasizes proactive support? a. Reactive only responses b. Delayed assistance c. Self-service options d. Anticipating needs 16. What deadly sin of customer service involves poor communication? a. Miscommunication b. Efficiency c. Attentiveness d. Speed 17. Which aspect of Maslow's hierarchy relates to confidence and achievement? a. Social needs b. Esteem needs c. Basic needs d. Safety needs 18. What customer service trend focuses on speed and convenience? a. Extended wait times b. Multiple transfers c. Real-time resolution d. Complex procedures 19. Which deadly sin involves rushing through customer interactions? a. Thoroughness b.Haste c. Patience d. Attention 20. What is a fundamental rule of customer service excellence? a. Following through on promises b. Avoiding customer feedback c. Limited availability d. Minimal training

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Answer

15. **d. Anticipating needs** Proactive support involves identifying and addressing customer needs *before* they become problems. This contrasts with reactive support, which only responds *after* a problem has occurred.16. **a. Miscommunication** Poor communication, leading to misunderstandings and frustration, is a significant customer service pitfall. While the other options can contribute to negative experiences, miscommunication is directly related to the concept of a "deadly sin" in this context.17. **b. Esteem needs** Maslow's hierarchy of needs places esteem (respect, self-esteem, status, recognition, strength, freedom) above basic, safety, and social needs. Confidence and achievement are key components of esteem.18. **c. Real-time resolution** This trend emphasizes resolving customer issues quickly and efficiently, often through immediate channels like chat or instant messaging.19. **b. Haste** Rushing interactions can lead to mistakes, overlooked details, and a feeling that the customer isn't valued.20. **a. Following through on promises** Building trust and reliability hinges on delivering what you promise to the customer. The other options are detrimental to good customer service.