Modules 5-8

1. How often should a customer service representative change his or her voicemail?

• Every month

• Every week

• Each time you will be out to express the nature of your absence

• Never

1. Customer (telephone): “Can I pick it up in the south store?” CSP: “Well, I can have it delivered directly to you if you want.” In this customer interaction, based on the CSP response to the customer, how did he interpret what the customer said? Choose the best answer.

• The CSP responded as if the customer asked a question.

• The CSP responded as if the customer expressed an opinion.

• The CSP responded as if the customer made an objection.

• 2. The CSP responded in a way to reassure the customer.

1. According to CSP program, the telephone should be answered by or before what number of rings?

• 3

• 2

• 4

• 1

1. Susan is completing a customer transaction that requires the customer’s credit card. Which of the following best describes how Susan should phrase her request for the card? Choose the best answer.

• Do you have a credit card?

• May I please have a credit card to complete the transaction?

• I would like to have your credit card please.

• May I have your credit card to complete this transaction?

1. Which of the following phrases best expresses empathy with a customer’s complaint? Choose the best answer.

• I am sorry, but you know, that is really our company’s policy.

• Thanks for sharing your concern with me.

• We will do our best to fix this problem.

• I understand why you feel that way.

1. Which of the following are some general guidelines for closing a call? Choose ALL correct answers.

• Thank the customer for calling

• Let the caller hang up first

• Always use the 3-ring policy

• Ensure that you forward the caller’s profile and other details

• Offer further assistance

1. Guidelines used with email communication include:

• Always capitalize every word, this will ensure your reader pays attention

• 1. Make sure that you are sending the email to the right person(s)

• CC everyone, just in case

• All of the above

1. Which one of the following statements best defines what an auto-responder is?

• A special website that is used for online support

• A knowledge based that acts as a repository of information for a company

• A web channel

• An email that is sent automatically

1. According to customer service surveys, what are the TWO preferred options for simple inquiries like checking a bank balance?

• Email

• Online self serve

• Face to face

• Telephone call

• Social media

1. What is the name of a software program that serves as an online customer service representative for an organization?

• MS text message

• Virtual Agent

• Microsoft

• None of the above