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Customer Service Excellence Training (Post Assessment)

Authored by Manik Hossain

Other

8th - 12th Grade

Used 1+ times

Customer Service Excellence Training (Post Assessment)
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10 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the most important skill for a customer service representative?

Typing speed

Multitasking

Effective communication

Knowledge

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When handling a difficult customer, what should you do first?

Tell them to calm down

Listen actively to their concerns

Offer a discount

Transfer them to a supervisor

3.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

If a customer is angry, what is the best approach?

Argue back to defend your company

Stay calm and acknowledge their feelings

Ignore their anger and proceed with the standard script

End the conversation quickly

4.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

What is the best way to ensure customer satisfaction?

Always give discounts

Understand and meet their needs

Follow company policy strictly

Offer more products

5.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

What should you do if a customer asks for a refund that is against company policy?

Flatly refuse the refund

Escalate the issue to a supervisor

  • Apologize and explain the policy clearly

Offer a refund anyway

6.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

Which of the following is NOT a good practice in customer service?

Following up with the customer after a resolution

Interrupting the customer to speed up the conversation

Taking responsibility for mistakes

Asking for customer feedback

7.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

What is a key component of active listening?

Planning your response while the customer speaks

  • Nodding and using verbal acknowledgments like “I see”

  • Interrupting to clarify points

Waiting until the customer finishes speaking to start listening

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