Customer Service Quiz

Which of the following is a key element of effective communication?

• It involves a two-way conversation between two parties.

• It involves active listening.

• It is clear.

• All of the above.

Regarding positive influence on customer service, which of the following is a CORRECT example on "examine your attitude"?

• Do you wink during your first meeting with your customers?

• Is it necessary that we need to give full attention on that person?

• Is it necessary that we need to focus on that person?

• Do you smile during your first meeting with your customers?

When reviewing written correspondence, the following statements below are correct, EXCEPT _____.

• the written correspondence does not include letters, emails, and live chat records

• they leave a paper trail

• the paper trail could also be in a digital form

• it could provide insights as to how well the customer service representatives are handling customers

Practicing _____ communication, such as shaking hands firmly and establishing good eye contact with customers, helps create a positive first impression.

• verbal

• non-verbal

• effective

• selective

When communicating over the phone, which of the following is a best practice?

• Speak with enthusiasm.

• Answer the call within as few rings as much as possible.

• Stop multi-tasking.

• All of the above.

Customers who complain want ____________.

• something for nothing.

• to be heard and have their experience validated.

• to vent for the sport of it.

• to be made majority shareholders in the company.

Great feedback means _____ from your customers.

• good marketing

• good reputation

• good advertising

• good relationships

What is the primary goal of customer service?

• Increase profits

• Resolve customer complaints

• Improve product quality

• Provide exceptional service and support

Why is it important to protect our reputation when it comes to customer service?

• It is because our reputation is incredibly valuable.

• It is because customers are quick to write negative reviews when they have a bad experience with a company.

• It is because our reputation is not something we want to lose control of.

• All of the above.

A _____ can be described as a statement that a situation is unsatisfactory or unacceptable.

• comment

• complaint

• survey

• feedback