October Customer Service Quiz

When dealing with an angry customer, what should a CCO avoid doing? 

• Show empathy and listen intently to the customer
• Be attentive and focus on solution
• Making assumptions and not listening to customer’s concerns
• Acknowledge the mistake and resolve it to the best of your ability

1)  Which of these is not a trait of a good CCO?

• Adaptable to customer’s reaction and change accordingly
• Deliver solution effectively & accurately
• To be always friendly and warm to customers
• Relay incorrect information confidently

What should you practice to effectively communicate with customers?

• Using internal jargons that customers would not understand
• Avoid hopeless and helpless phrases eg “There’s nothing I can do”
• Not taking ownership and demand customer to resolve the problem on their own
• Argue with customers 

Choose the best phrase when asking the customers to put in effort to resolve their own issues

• I WANT you to fax/email in …
• You NEED to fax/email in …
• CAN you provide me with a fax/email …
• You SHOULD fax/email in … 

Select the best phrase to say to an angry customer who is shouting over the phone

• Please calm down …
• Can you cool down first?
• I understand I understand
• I can see you are very upset …

What does the customer expects out of an agent when they call?

• A pleasant and effective experience to resolve their issues
• The right attitude to be friendly throughout the call 
• Knowledgeable
• All of the above

How should a CCO talk to customers?

• Use a proper greeting and keep it friendly and professional
• Talking too much and giving customers unnecessary information
• Not truthful and giving misleading information
• Rudely and interrupting customers

A cco should:

• Sound very robotic replaying information to customers & not personalize the call
• Not taking care of oneself, falls sick and spread to colleagues
• Be self-motivated and never stop learning
• Not be patient and gets angry/irritated by customers easily

Effective agents memorize facts about the product and services. They adjust the quantity of information according to the customer’s interest and reactions, and they remember a repeat customer’s question or issue. Which trait is this referring to?

• Photogenic Memory
• Accuracy and Speed
• Gold Fish Memory
• Stellar Memory

A _____________ person will take pride in their work. They will gain satisfaction from doing well and providing their best effort, and are open to continued training and feedback

• Confident
• Self-Motivated
• Effective
• Honest