Customer Service Quiz

What is the most important aspect of customer service?

• Speed of service

• Positive attitude

• Knowledge of products

• Cost-effectiveness

When answering a customer’s call, you should:

• Greet them with your name and ask how you can help.

• Put them on hold immediately.

• Ignore them until you finish your conversation with a coworker.

• Ask them to call back later.

If a customer is upset, the best first step is to:

• Tell them they are wrong.

• Listen actively to their concerns.

• Transfer them to a manager immediately.

• Offer them a discount.

Which of the following is an example of good body language?

• Crossed arms

• Maintaining eye contact

• Looking at your phone

• Frowning

In customer service, the term 'active listening' means:

• Nodding while the customer talks.

• Repeating everything the customer says.

• Understanding and responding thoughtfully to the customer’s concerns.

• Waiting for your turn to speak.

Scenario: A customer approaches you looking frustrated about a product they purchased. What is your first action?

• Offer a refund without listening.

• Ask them to calm down first.

• Listen to their issue without interruption and express empathy.

• Tell them you can’t help them.

Scenario: You receive a call from a customer who is angry about a delayed order. They start yelling. How should you respond?

• Yell back to assert control.

• Remain calm, acknowledge their frustration, and assure them you will help resolve the issue.

• Hang up the call.

• Just put them on hold until they calm down.

Scenario: A customer asks for a product that is out of stock. What’s the best way to respond?

• Tell them there’s nothing you can do.

• Suggest similar products and offer to notify them when the item is back in stock.

• Ignore their request.

• Say it’s their fault for not coming sooner.

What are three key elements of effective communication in customer service?

Why is it important to follow up with customers after resolving an issue?