Q1. Choose the most suitable definition of who is a Customer?

• a) Someone who purchases and uses goods and services for a cost

• b) A group of people joined together by a common goal to attract services providers

• c) A customer is an individual or party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers

The characteristics of excellent customer service include the following except:

• a) Listening to the customer

• b) Being empathetic

• c) Realizing the customer’s need/s and providing excellent customer service

• d) Sympathizing with the customer

Passive Behavior is exhibited by those who know their rights and the rights of others and are able to express their true feelings. However, they do not respect the rights of others.

• True

• False

Which of the following is an improved phrase:

• a) You’re right, that’s bad ………

• b) We will ensure …….

• c) I can try to ……….

• d) I'm sorry that is not my department

Which of the following would you classify as an “Internal Client “?:

• a) A customer who walks into a room and orders lunch

• c) Bob, your co-worker asking you for assistance regarding a report which is due tomorrow

• d) Person calling to ask about your products/ services

Please select the correct types of stress signals

• a) Emotional > Beneficial > Financial

• b) Physical > Emotional > Behavioral

• c) Physical >Mutual> Aggressive

With all problems that Customers are faced with daily, there is a way to address these. Select all the correct option(s) that you think best describes this process:

• a) Make Sure You Clearly Understand their Issue/s.

• b) Making Sure You Understand the Client’s Expectations, and the Client Understands Your Role and Limitations.

• c) Utilizing All Tools Available to You in Your Research Process.

• d) Making Sure the Client is Satisfied and You Both Agree the Issue is Resolved.

Which of the following does not show active listening?

• a) Repeating and reflecting back your understanding to the customer in your own words

• b) Asking your manager to speak with the customer

• c) Using words such as, I see, go on, right

True or False: ACD stands for Automatic Call Distributor, the technology in the call center that answers and distributes calls.

• True

• False

True or False: The top three primary functions that call centers perform are customer service, collections, and sales.

• True

• False