Customer Service Evaluation Quiz

What is the passing score ?

• 75

• 85

• 90

• 80

How many total points are allocated for the 'Greeting' category?

• 10

• 3

• 5

• 8

What is the point deduction for a major infraction?

• 20 points

• 30 points

• 50 points

• 40 points

Which of the following is a part of creating a positive customer experience according to the document?

• Ignore the caller

• Appreciate Caller

• Delay response

• Transfer call immediately

What is one of the key actions to take when engaging with a caller?

• Ignore the caller

• Offer to Help

• Transfer the call immediately

• End the call abruptly

What should be verified to ensure there is no violation of confidentiality or legal requirements?

• Verify the caller's mood

• Verify the weather

• Verify Account Holder and Authorized User

• Verify the caller's favorite color

Which of the following is NOT a part of the verification process mentioned?

• Verify Premise

• Verify Agency Contact

• Verify Best Contact and Emergency Phone numbers

• Verify the caller's favorite food

What is the purpose of probing questions according to the document?

• To identify and clarify customer needs

• To confuse the customer

• To gather irrelevant information

• To delay the resolution process

What should be done to fully address customer concerns?

• Gather all relevant information

• Ignore customer feedback

• Use only personal judgment

• Rely solely on past experiences

Which resources below are valid tools to be utilized to assist a BP?

• Knowledgebase, CG, etc. Personal notes, emails, etc.

• Social media, blogs, etc.

• Television, radio, etc.