Customer Service Quiz

What is the first step in handling a customer complaint?

• Ignore the complaint

• Acknowledge and listen carefully to the complaint

• Argue with the customer

Which of the following best describes empathy?

• Feeling annoyed by customer requests

• Understanding and sharing another's feelings

• Being indifferent to complaints

What is the primary goal of customer service when dealing with complaints?

• Prove the customer wrong

• Ensure customer satisfaction

• Avoid further interaction

What does the term "compensation" mean in customer service?

• An apology

• A refund, discount, or benefit given for an issue

• A reprimand for the customer

Which is the best way to reassure a customer?

• Make promises without action

• Use confident language and follow through on solutions

• Avoid communication

What should you do after resolving a complaint?

• Forget about it

• Follow up with the customer to ensure satisfaction

• Ignore any future interactions

What is an appropriate response if a customer asks for clarification?

• Say you don’t have time to explain

• Give a clear and detailed explanation

• Refer them to someone else

What is the purpose of escalating a complaint?

• To let the complaint sit unresolved

• To pass the complaint to higher management for resolution

• To avoid dealing with it

What does "adjustment" refer to in handling complaints?

• Ignoring the issue

• Making a change to meet the customer’s needs

• Delaying the response

Why is feedback important after handling complaints?

• It helps improve future service

• It’s only needed for records

• It’s not important