Platinum Standards of Customer Care

Platinum Standards of Customer Care

12th Grade

7 Qs

quiz-placeholder

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Platinum Standards of Customer Care

Platinum Standards of Customer Care

Assessment

Quiz

Fun

12th Grade

Medium

Created by

Valerio Moya

Used 3+ times

FREE Resource

7 questions

Show all answers

1.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

Media Image

How should you begin your calls? (Select all that applies)

Warm 

Sleepy

Enthusiastic

Unfriendly

Answer explanation

Media Image

Begin every call with a warm and enthusiastic tone of voice to make the customers feel welcome and important to you and the company.

2.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

For providing excellent customer service you should express:

(Select all that applies)

Energy

Empathy

Willingness to help

Product knowledge 

Answer explanation

Media Image

Expressing empathy and willingness to help is essential for providing excellent customer service.

3.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

What do customers want when they contact us?

(Select all that applies)

To be provided with a positive resolution

To be listened attentively

To get compensations 

To be understood

Answer explanation

Media Image

When customers reach out to us they want to be listened and understood. You need to listen attentively to be able to understand their needs, ask appropriate questions and pinpoint the best possible solution.

Be all ears for your customers!

4.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Media Image

What does the EARS model stand for?

Effectiveness- Asking questions -Relationships-Specialist

Energy – Adherence  - Reflection – Summary  

Encourage – Ask Questions – Reflect – Summarize

Answer explanation

Media Image

EARS is the model that epitomizes the best way to listen in an engaged manner to show the customer that you are fully concentrated on them and their query.

5.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

What is the goal of customer service?

To take ownership of the customer’s issue 

To meet customer’s need 

To provide the best resolution for the company

To sound professional  

Answer explanation

Media Image

The goal of customer service is to meet the customer's need in a timely manner. This means using the resources wisely to revolve customer' query in the most effective way and let them recognize this effort.

6.

OPEN ENDED QUESTION

5 mins • 1 pt

Media Image

What do you think about the support provided to you to improve your CSAT?

Evaluate responses using AI:

OFF

7.

MULTIPLE CHOICE QUESTION

5 mins • Ungraded

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