CSR Quiz

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

• accurate

• Inefficient

• Rude

• Slow

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

• Active listening

• Call control

• Conflict resolution

• Closing skills

__________________________ elicit quick, definitive answers.

• Open-ended questions

• Closed-ended questions

• Leading questions

• Rhetorical questions

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

• Patience

• File verification

• Indifference

• Empathy

______________________ are how calls are documented in LASES.

• CLAOs

• Transcripts

• Logs

• Records

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

• Documentation

• Correspondence

• Communication

• Notification

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

_______________________ emails should be sent through the LASES system.

• 1st Request

• Closed ended question

• Complaints

• Fraud reasoning

The Louisiana Customer Service Center (CSE) is the initial point of contact for all questions and inquiries about child support in Louisiana.

• True

• False

Customers can access payment information via the Interactive Response System (IVR).

• True

• False