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Customer Service Practice Exam

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11th - 12th Grade

Used 203+ times

Customer Service Practice Exam
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20 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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...

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Official
immediate
sincere
personal

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

reliability
courtesy
responsiveness
assurance

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

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