How should you begin your calls? (Select all that applies)
Platinum Standards of Customer Care

Quiz
•
Fun
•
12th Grade
•
Medium

Valerio Moya
Used 3+ times
FREE Resource
7 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
5 mins • 1 pt
Warm
Sleepy
Enthusiastic
Unfriendly
Answer explanation
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
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
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
What does the EARS model stand for?
Effectiveness- Asking questions -Relationships-Specialist
Energy – Adherence - Reflection – Summary
Encourage – Ask Questions – Reflect – Summarize
Answer explanation
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
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
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7.
MULTIPLE CHOICE QUESTION
5 mins • Ungraded
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