1) Is it true that identifying and meeting customer needs is a vital part of providing good customer service a) True b) False 2) Delivering good customer service always makes the working environment more stressful a) True b) False 3) Is it best to smile at all times even when the customer is angry? a) This statement is true b) This statement is false 4) Is it true that you should acknowledge a customer's presence as soon as possible? a) Yes b) No 5) An external customer is any person on the receiving end of products and services. a) This statement is true b) This statement is false

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