What is the primary purpose of tagging customer feedback? Select an answer: It identifies efficiency improvement opportunities. It pinpoints outliers that require immediate attention. It isolates distracting feedback. It sorts the feedback to reveal underlying trends.If you want insight on a customer's willingness to recommend your company or products, what metric would you use? Select an answer: CSAT Customer Effort Score Feedback Frequency Net Promoter ScoreA dozen customers have noted on surveys that they received products damaged by shipping. What type of feedback is the company receiving? Select an answer: unstructured feedback of employee observations structured feedback of operational data unstructured feedback of customer interactions structured feedback of exit interviews What best describes the aspect of a customer feedback process that involves the entire organization listening to, acting on, and analyzing the results of feedback efforts? Select an answer: having tools and systems in place having an ongoing feedback approach having a strategic approach having a project owner Which objective does NOT support employee empowerment? Select an answer: Establish supporting objectives. Offer an upsell item on every customer interaction. Capture all customer feedback. Resolve issues as they occur. What is the "iceberg effect?" Select an answer: Many organizations only hear from a small percentage of customers who encounter problems. Almost all customers who encounter problems provide feedback. Customers who encounter a problem but don't complain, arejust as loyal as customers who don't experience problems. Word of mouth from negative experiences impacts your brand more than positive word of mouth. Which question will help you define "touchpoints" in customer service feedback? Select an answer: Was the customer satisfied with the service that was received? Was the customer provided the service he or she called to receive? What does the customer want from customer service? Where is the customer in the customer service journey?What is the best overall support for a positive culture? Select an answer: Use only articial intelligence (Allbased engines. Purchase the latest technologies that support customer feedback. Use multiple survey tools to verify results. Implement tools sets that enable you to capture feedback, respond easily, and analyze the data. Maria Rodriguez receives some negative feedback from a customer regarding a shipping delay. When she responds to the customer, what should she do next? Select an answer: Maria should apologize to the customer. Maria should provide a solution to the problem. Maria should thank the customer for the feedback. Maria should document the call and her response. How do improvements in customer loyalty usually relate to operational efficiency? Select an answer: no effect on operational efficiency operational efficiency increases operational efficiency decreases