CSAT

A customer calls to complain about a delayed order. What is the best response?

• A) Tell them it’s not your fault and they should wait.
  

• B) Apologize, check the order status, and offer a solution.

• C) Ignore the complaint and hang up.
  

• D) Tell them to call back later.

What is an example of great customer service?

• A) Answering calls quickly and solving problems efficiently.

• B) Responding with automated messages only.

• C) Ignoring customers' complaints if they are rude.

• D) Transferring the customer to multiple departments without solving their issue.

Having good customer service increases customer loyalty

• TRUE

• FALSE

A customer received the wrong product. What is the best way to handle it?

• A) Ask them to return it at their own cost.

• B) Apologize, offer a replacement, and provide a quick solution.

• C) Tell them that mistakes happen and they should deal with it.
  

• D) Blame the shipping company and refuse to help.

What are good ways to handle an unhappy customer?

Choose the incorrect answer

• A) Listen actively and show empathy.

• B) Apologize and offer a reasonable solution.

• C) Stay calm and maintain a professional attitude.
  

• D) Ignore them until they calm down on their own.

What are benefits of having a high CSAT score? Choose the incorrect answer

• A) Increases customer loyalty and retention.

• B) Encourages positive word-of-mouth and recommendations.

• C) Improves brand reputation and overall revenue.

• D) Has no real impact on business success.