Customer Service Excellence Quiz

What should you do before placing a customer on hold?

• Press the hold button

• Apologise

• Notify them & ask their permission

• None of the above

What should you depend on to store call information?

• Pen

• Notebook

• Call Log

• Memory

How should you not respond to customer complaints?

• Be Calm

• Be confident

• Express empathy

• Be defensive

When a customer is being difficult what should be your main goal?

• Apologise

• Be confident

• Shift their focus to the solution

• Listen

Which is attributed to a 5-Star Customer Service Staff?

• Meeting customer expectations

• Performing below customer expectations

• Exceeding customer expectations

• None of the above

How often should you satisfy your customers?

• When they call you

• Always

• Once a day

• None of the above

A customer service staff is considered as one of the following in an organisation

• A president

• An assistant

• An ambassador

• An experienced Staff

Is it cost effective to acquire new customers?

• Yes

• No

What is the value of a customer? Average spend/year X Lifespan of a business

• True

• False

Your goal should be to transition cold prospects into hot prospects

• True

• False