Customer Service Representative Quiz

When a service breakdown occurs, the primary goal and purpose of any good service recovery plan is to return the customer to which of the following?

• 1. A disgruntled state

• 1. A resolved state

• 1. A meaningful state

• 1. A normal state

When a service breakdown occurs, the primary goal and purpose of any good service recovery plan is to return the customer to which of the following?

• 1. True

• False

In the problem-solving process, which step would you complete after you have gathered and compiled as much information as possible and now have a more detailed understanding of the issue with which you are dealing?

• 1. You would assume the customer is satisfied because of the friendly negotiations the two of you had.

• 1. You would identify alternative resolutions for the customer.

• 1. You would make a final decision.

• 1. You would monitor the effectiveness of your decision.

People from all different walks of life use their values to evaluate situations, interact with others, deal with conflict, and make decisions.

• True

• False

Aislinn's manager has set a performance goal to assist with effectively serving three customers an hour successfully. This performance goal aligns with which characteristic best?

• 1. Realistic

• 1. Measurable

• 1. Understandable

• 1. Attainable

Which acronym is used in the customer service industry to communicate, establish, and measure employee performance goals?

• BRUMA

• RUMBA

• DRAMA

• BOMBA

The diverse nature of your customer population requires you to be conscious of the numerous ways individuals from different cultures interact in a customer service setting.

• True

• False

Amari is currently in the process of handling a service breakdown with a customer. What type of messages should Amari use to have the best chance of resolving the situation positively?

• 1. Company-centric messages

• 1. Employee-focused messages

• 1. Emotionally-centric messages

• 1. Customer-focused messages

  
  

Cannon is assisting a customer who requires a wheelchair. Which of the following measures is most appropriate for him to take?

• 1. Assisting the customer by pushing them through the store and recommending different products.

• 1. Communicating with the customer by sitting in a chair to help reduce neck strain on the part of the customer.

• 1. Leaving hazards and store displays where they are so he does not offend the customer by providing accommodations to them. Leaving hazards and store displays where they are so he does not offend the customer by providing accommodations to them.

• 1. Assuming the customer needs assistance throughout their entire visit and following them around to ensure they are okay.

Which of the following scenarios is an example of setting an understandable performance goal?

• Mirabella evaluates the attainability of each goal set for her by objectively looking it over for two weeks. If Mirabella believes she cannot reach the goal, she meets with her supervisor to modify it.

• 1. Diontae knows that he is required to reply to 50 customer chats and 20 customer emails daily.

• 1. Joaquin sets up a meeting time with his team leader when new goals are established to ask questions and clarify any issues he may have about the proposed goals.

• 1. Darla comes to work each day with a positive and friendly attitude that sets her up for success. Her attitude is an example of achieving the agreed-upon goals.