Customer Service Skills Quiz

According to the video, how can great customer service impact a brand?

• It can make the wait time for service longer

• It can turn someone's day around and build brand loyalty better than any commercial

• It can only be achieved by having friendly wait staff at restaurants

• It is only necessary for people who work in customer service

What is customer service said to be composed of?

• A single skill that is easy to master

• A set of commercials that promote the brand

• Half a dozen skills and practices that address customer needs

• A series of friendly interactions at restaurants

What is the first lesson mentioned in the customer service video for fostering a positive experience?

• Practice patience

• Practice active listening

• Practice clear communication

• Practice empathy

According to the video, what makes listening become active?

• Preparing yourself to listen

• Responding quickly to the speaker

• Focusing only on the verbal language

• Listening without intentionality

What message does active listening communicate in a customer service scenario?

• Your problem is not important.

• Your problem is now my problem. I hear you. Let's fix it.

• Please wait while I transfer your call.

• I'm not the right person to handle this.

What is another customer service skill mentioned in the text besides active listening?

• Patience

• Empathy

• Multitasking

• Salesmanship

What should you remember when a customer is unloading their frustration on you?

• It's a reflection of your job performance

• It's not personal and you need to really hear what they have to say

• It's an indication that the customer is always right

• It's best to end the call as quickly as possible

What is the third critical skill for customer service according to the text?

• Empathy

• Problem-solving

• Communication

• Time management

according to the video, what should a customer service agent do first when addressing a customer's problem?

• Start the process immediately

• Evaluate the results

• Identify the problem

• Ask for feedback

What should a customer service agent do after solving the customer's problem, as suggested by the video?

• Celebrate the success

• Ignore the customer

• Ask for feedback

• Close the case immediately