Customer Service Practice Exam

A customer walks into the office and asks for the deadline to file an employment application.  You do n ot know the answer.  The BEST way to respond to this request is...

• Inform the person that you don't know but will find out.
• Tell the person what you think the answer might be.
• Say that you are n ot allowed to give out that information to the public.
• Refer the person to your supervisor.

If a customer service representative is  unable to do what a customer asks, the representative should avoid...

• Quoting organizational policy regarding the customer's request
• Explaining why it cannot be done.
• Making specific statements.
• Offering alternatives

Of the following, which would be the least frustrating for a customer to hear from a service representative?

• Let me see what I can do.
• He/She should be back any minute.
• I will do my best.
• You will have to...

When dealing with customers, a service representative's apologies, if necessary, should not be...

• Official
• immediate
  sincere
• personal

The ability to provide the promised service or product dependably and accurately may be defined as ...

• reliability
• courtesy
• responsiveness
• assurance

To be most useful to an organization, feedback received from customers should be each of the following except...

• centered on internal customers
• outgoing
• focused on a limited number of indicators
• available to every employee in the organization

Once a customer problem is identified, each of the following should become a part of the resolution process except:

• making whatever promises are necessary
• following up on the problem resolution
• providing the customer with what was originally requested
• listening and responding to every complaint given by the customer

To arrive at a fair solution to a service problem, one should first...

• listen to the customer's description of the problem
• defend the organization
• ask questions to understand and confirm the nature of the problem
• determine and implement a solution to the problem

A customer service representative strives to be prompt when addressin customer complaints.  Which service factor is the representative dfemonstrating?

• Responsiveness
• Assurance
• Empathy
• Reliability

Customer service representatives will achieve the best results if they strive to represent

• the entire organization
• the customer
• the department
• their supervisor