ISS Unit 5 Quiz

What is one of the attributes of a professional telephone image?

• Speaking loudly

• Using slang

• Eating while on a call

• Speaking clearly

Why is it important to listen during a customer call?

• To ignore the customer

• To show impatience

• To understand the customer's needs

• To rush through the call

What should service support professionals do before solving the issue of a call?

• Ask for personal information

• Authenticate the caller

• End the call immediately

• Ignore the customer's concern

What is the purpose of the 'Closing' step in taking a call effectively?

• To avoid handling the call

• To prolong the call

• To summarize what has been done

• To ask for personal details

What is an essential aspect of practicing care and empathy in service?

• Agreeing with customers

• Understanding customers' feelings

• Being biased

• Ignoring customers' perspective

How can service support professionals avoid biasness in their interactions?

• Ignore personal opinions

• Base decisions on assumptions

• Recognize their own biasness

• Avoid gaining exposure

Why is it important for service support professionals to stay positive?

• To build immunity

• To look at positive things at work

• To focus on negative aspects

• To become impatient

What should service support professionals do to understand their customer base?

• Understand their customer base

• Ignore customers' reactions

• Guess what customers are thinking

• Avoid feedback from peers

How can service support professionals build care and empathy through feedback?

• Ignore sharing experiences

• Avoid reviews from customers

• Get feedback from peers and customers

• Avoid thinking from the customer's point of view

What is the purpose of documenting a call once it has ended?

• To avoid handling customers

• To record details for future reference

• To forget the details of the call

• To prolong the call unnecessarily