Acknowledgement Quiz

What is the definition of acknowledgement?

• It lets a person know we understand them and what they said is important

• To celebrate an achievement

• To apologize for something

• To ignore or deny the existence or truth of something

How would you acknowledge a customer concern about a late fee?

• Blame the customer for not paying on time

• Ignore the customer's concern and move on to collect the money

• Tell the customer that there is nothing you can do about it

• Confirm that you understand the concern and provide a suitable option

How would you acknowledge a customer's concern about not knowing of a pending payment?

• Confirm that you understand the concern and provide all the details needed

• Laugh at the customer for being upset about a pending payment

• Ignore the customer's concern and refuse to offer additional assistance.

• Blame the customer for paying late

How would you acknowledge a customer concern about poor customer service?

• Apologize for the poor service and express a willingness to address the issue.

• Ignore the customer's concern

• Laugh at the customer's complaint

• Blame the customer for the poor service

When asking for information, say:

(a)  

When the customer provides you with information, say:

(a)  

Is interrupting the customer a good way to handle a call?

• TRUE

• FALSE

Which of the following options is more suitable for this statement? "Are you able to hold for 2 minutes while I pull up your information on the computer?"

• Extending the hold time

• Asking for permission

• Thank the customer

Which of the following options is more suitable for this statement? "Thank you for holding Mr. Anderson. My research is taking longer than expected; could you please hold for another 2 minutes?"

• Extending the hold time

• Asking for permission

• Thank the customer

Which of the following options is more suitable for this statement? "Thank you for patiently waiting; I have the information right here!"

• Extending the hold time

• Asking for permission

• Thank the customer