Customer Service Assessment

Fill in the blank: _______ can be defined as the way that customers are treated by a business, and the support that’s given to them, before, during, and after making a purchase.

• • Problem Solving

• • Customer Service

• • Active Listening

• • Digital Messaging

True or False: According to the U.S. Bureau of Labor Statistics, over 40 million jobs, or a quarter of all jobs in the United States, require some customer service skills.

• True

• False

Which of the following interactions is traditionally the most well-known type of customer service?

• • Phone

• • FAQ

• • Digital Messaging

• • Face-to-face

Fill in the blank: _______ is the practice of responding appropriately, and retaining information that was spoken during a conversation.

• • Active Listening

• • Transparency

• • Empathy

• • Problem Solving

True or False: Soft skills, such as Customer Service, are important for every step of your career, including building your resume, applying for jobs, interviewing, and advancing at work.

• True

• False

Which type of customer service uses text messages, emails, social media, or a live-chat feature on the company’s website?

• • Face-to-face

• • Digital Messaging

• • Phone

• FAQ

Which of the following traits is considered essential to make an outstanding customer service employee?

• • Active Listening

• • Empathy

• • Transparency

• • All of the above

True or False: Proving only one type of customer support channel is ideal for the best customer service and shortest wait times.

• • True 

• False

Which of the following industries utilize customer service?

• • Retail

• • Food Service

• • Hospitality

• • Product Sales

• All of the above

Fill in the blank: _______ describes the ability to understand the feelings of someone else from their perspective, or to put oneself in someone else’s shoes.

• • Transparency

• • Active Listening

• • Empathy

• • Problem Solving