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CSR Quiz

Authored by Ashley Patterson

Other

Professional Development

Used 1+ times

CSR Quiz
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20 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

As a Customer Support Representative, you must provide__________________, prompt, and courteous service to all customers.

accurate

Inefficient

Rude

Slow

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

________________________ is the ability to politely move a conversation forward to closure.

Active listening

Call control

Conflict resolution

Closing skills

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

__________________________ elicit quick, definitive answers.

Open-ended questions

Closed-ended questions

Leading questions

Rhetorical questions

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

_________________________ is required on every call a Customer Service Representative takes.

Patience

File verification

Indifference

Empathy

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

______________________ are how calls are documented in LASES.

CLAOs

Transcripts

Logs

Records

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

______________________ serves a record of something that was done or said for a child support case.

Documentation

Correspondence

Communication

Notification

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When a custodial parent calls with location information on the non-custodial parent, a _____________ email should be sent to the caseworker.

Confirmation

FYI

Notification

Reminder

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