Customer Service Conduct Quiz

What is the top priority in the general conduct of all calls?

• Using slang to connect with callers

• Collecting information

• Providing excellent customer service

• Engaging in personal conversations

How should you respond if asked directly if you are the answering service or call center?

• Ignore the question

• Confidently say yes and reassure the caller

• Provide a detailed explanation of your role

• Deny and redirect the conversation

What should be your secondary objective during a call?

• Using slang

• Collecting information

• Engaging the caller personally

• Discussing personal experiences

Which of the following is NOT recommended when addressing a caller?

• Using the caller's first name

• Using slang

• Saying please and thank you

• Referring to the caller as requested

What should you avoid doing during a call?

• Sounding bored or tired

• Using professional language

• Listening actively

• Addressing the caller by name

Which phrase should be avoided when engaging with callers?

• I apologize. Let me repeat it.

• I can't help you with that.

• Thank you for your business.

• May I have your address, please?

What is the correct way to ask for a caller's phone number?

• Can I get your phone number?

• Give me your phone number.

• Let me have your phone number.

• May I have your telephone number please?

What should you do if the caller corrects any information?

• Update the information in your documentation

• Ignore the correction

• Ask the caller to repeat the correction

• Apologize for the mistake

What is the purpose of setting expectations during a call?

• To confuse the caller

• To set the tone and direction of the conversation

• To end the call quickly

• To avoid taking responsibility

What should you do if you do not understand what you are doing on an account?

• End the call

• Ignore the issue

• Ask the caller to hold

• Guess and proceed