Customer Service Quiz

What is the primary goal of customer service?

• Advertising

• Support

• Marketing

• Sales

Answer explanation

The primary goal of customer service is to provide support to customers, addressing their needs and concerns effectively. This ensures customer satisfaction and loyalty, which is essential for any business.

Which phrase shows empathy?

• I understand

• Try again

• Not my problem

• Wait a moment

Answer explanation

The phrase "I understand" shows empathy as it acknowledges the feelings or situation of another person, indicating support and validation. The other options do not convey understanding or compassion.

What should you do if a customer is upset?

• Listen carefully

• Ignore them

• Argue back

• Hang up

Answer explanation

Listening carefully to an upset customer is crucial. It shows empathy and helps you understand their concerns, allowing you to address the issue effectively. Ignoring, arguing, or hanging up only escalates the situation.

Which phrase is polite?

• Wait

• Please hold

• Not now

• Later

Answer explanation

The phrase 'Please hold' is polite as it includes 'please,' which is a courteous request. In contrast, 'Wait,' 'Not now,' and 'Later' lack this politeness and can come off as abrupt.

What is a key aspect of customer service?

• Profit

• Silence

• Speed

• Empathy

Answer explanation

Empathy is crucial in customer service as it allows representatives to understand and relate to customers' feelings and needs, fostering a positive experience and building trust.

Customer service should be personalized

• True

• False

Answer explanation

True. Personalized customer service enhances customer satisfaction and loyalty by addressing individual needs and preferences, making customers feel valued and understood.

Which phrase shows understanding?

• No idea

• I see

• Not sure

• Maybe

Answer explanation

The phrase 'I see' indicates comprehension and acknowledgment of information, showing understanding. In contrast, 'No idea', 'Not sure', and 'Maybe' suggest uncertainty or lack of clarity.

Customer service can improve brand image

• True

• False

Answer explanation

True. Effective customer service enhances customer satisfaction, leading to positive word-of-mouth and a stronger brand image. Happy customers are more likely to recommend the brand, thus improving its reputation.

What is a common customer service goal?

• Delay

• Satisfaction

• Profit

• Confusion

Answer explanation

A common customer service goal is satisfaction. This means ensuring customers have a positive experience, which leads to loyalty and repeat business, unlike the other options that imply negative outcomes.

What is a key customer service skill?

• Impatience

• Indifference

• Patience

• Rudeness

Answer explanation

Patience is essential in customer service as it helps representatives handle inquiries and complaints calmly, ensuring customers feel valued and understood. This contrasts with impatience, indifference, and rudeness, which can harm customer relationships.