Soft Skills for Customer Service Exam

When maintaining a sense of humor, a customer service representative should be careful to _____

• Not repeat anything copyrighted

• Not make jokes at the expense of the customer

• Retain an air of seriousness

• Not make corny jokes

Which of the following are important componenets of good communication?

• Using a friendly tone and a smile

• Making eye contact when interacting face-to-face

• Using proper grammar and spelling in written communications

• All of the answers are correct.

Why should a CSR be willing to accept responsibility on behalf of his or her company?

• Because everything bad that happens is their fault

• A CSR should never admit to being wrong.

• Because the customer just wants someone to take the blame

• They should be willing to do anything for the company

Which of the following soft skills are key components of providing good customer service?

• Problem solving

• Sense of humor

• Active listening

• All of the answers are correct.

What role does empathy play in providing good customer service?

• Helps the customer understand why you can't solve problems.

• It shows that you understand how the customer feels.

• Gives the customer someone to blame

• None of the above

Emotional intelligence plays a role in _______, the ability to read into cues from other people.

• Social perception

• Empathy

• Relationship building

• Sympathy

What is one role that emotional intelligence plays in customer service?

• Builds Relationships

• Increases Profits

• Manages Conflict

• Make Sound Decisions

What is emotional intelligence?

• Listening to how other people are feeling

• Being able to build relationships

• Understanding others' feelings , conveying that you understand emotions

• The ability to show empathy

What roles can emotional intelligence play in customer service?

• Assists with showing empathy

• Helps build relationships

• Improves social perception

• All answers are correct

Which is the best example of using emotional intelligence through empathizing?

• I see you are frustrated that you had to wait for 20 minutes

• We are understaffed. That is why the line is so long

• I am sorry that you have had to wait in line for 20 minutes.

• You waited for 20 mins, is that correct? I know why you're frustrated.