Customer Service test

Quiz
•
English
•
Professional Development
•
Medium
Armando Cotzojay
Used 7+ times
FREE Resource
10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer is frustrated because they’ve been transferred multiple times. They demand that you handle the issue, even though it’s outside your department. What do you do?
Apologize for the inconvenience, but explain that you must transfer them to the correct department.
Try to handle the issue yourself to avoid another transfer.
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer asks you to stay on the line while they check something, but company policy discourages long holds. What should you do?
Politely offer to call them back once they have the information, rather than keeping the line open.
Agree to stay on the line, even if it exceeds the hold time limit.
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
You receive a call from a customer who is angry about a recent price increase and demands you lower their bill. What’s your response?
Apologize and explain that pricing decisions are company-wide and cannot be changed on an individual basis.
Offer to lower their bill for the current month to calm them down.
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer requests that you email them a written copy of the conversation you’re having over the phone. Can you comply?
Yes, as long as the email includes only the relevant information.
No, because call recordings and transcripts are internal documents and not shared directly with customers.
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
You’ve been speaking to a customer for 20 minutes, but they keep circling back to unrelated topics. How do you handle the call?
Continue listening patiently, regardless of time limits, to provide the best service.
Politely steer the conversation back to the main issue and set expectations for time limits if necessary.
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer threatens to escalate the issue to your supervisor if their request isn’t granted, but you know the request violates company policy. How should you respond?
Give in to avoid escalation and keep the customer happy.
Stand firm on the policy, offer to escalate the call to your supervisor, and explain why the request cannot be met.
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
You realize you provided incorrect information to a customer earlier in the call. What’s the best course of action?
Apologize, correct the mistake immediately, and provide the accurate information.
Let the mistake go unnoticed, hoping it won’t impact the rest of the call.
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