Unit 3: Customer Service Skill Sets Study Guide

What is the first step in answering a customer's phone call?

• Immediately ask how you can help

• Greet the customer and identify yourself

• Put the customer on hold

• Ask for the customer's account number

Which of the following is NOT an effective way to show active listening on the phone?

• Using verbal acknowledgments like 'I see' or 'Understood'

• Paraphrasing the customer's concerns

• Interrupting the customer to offer quick solutions

• Taking notes during the conversation

When responding to a customer's email, what is the appropriate timeframe for an initial response?

• Within 24 hours

• Within 1 week

• Immediately, regardless of the time of day

• Only during business hours

Which of the following is the best way to begin an email response to a customer?

• 'To Whom It May Concern,'

• 'Dear Valued Customer,'

• Address the customer by their name

• Start with the solution to their problem

In a live chat interaction, what should you do if you need time to research an answer?

• End the chat and email the customer later

• Leave the chat open without saying anything

• Inform the customer you need a moment and provide an estimate of how long it will take

• Guess the answer to avoid keeping the customer waiting

What is the purpose of using a customer's name during a phone conversation?

• To show off that you remembered their name

• To personalize the interaction and build rapport

• To make the conversation longer

• To comply with company policy

When dealing with an angry customer over the phone, what should be your first response?

• Defend yourself and the company

• Hang up if they become too aggressive

• Listen patiently and let them vent

• Transfer the call to a supervisor

Which of the following is an appropriate closing for a professional email?

• TTYL

• Yours truly,

• Best regards,

• No closing is necessary

In a live chat, how can you compensate for the lack of verbal cues?

• Use excessive punctuation

• Write in all caps for emphasis

• Use appropriate emoticons or emojis if company policy allows

• Ignore the lack of verbal cues; it's not important in chat

What is the best way to handle a situation where you don't know the answer to a customer's question?

• Make up an answer to avoid looking incompetent

• Tell the customer you don't know and end the interaction

• Admit you don't know, but offer to find out and follow up

• Redirect the customer to the company website